Table of contents
Coming to Grips with Service Intangibles Using Quality Management Techniques
David BallantyneMaking judgments about marketing opportunities in the 1990s needs aflexible view, with the emphasis on relationship building. Yet fewcompanies really understand their customers…
Defining and Measuring the Quality of Customer Service
Barbara R. Lewis, Vincent W. MitchellThe importance of service quality as an indicator of customersatisfaction and organisational performance is widely acknowledged andhas led to a major research thrust which has…
The Service Excellence Experience
Brian MooresThe experience is reported of a recent study tour of US companieswhich are known for their outstanding levels of customer service. Anumber of themes for success are highlighted…
Quality Aspects of Services Marketing
Anne M. SmithIntensifying competition and increasing customer expectations havecreated a climate where “quality” is considered to be amajor strategic variable for improving customer…
Corporate Legal Advice and Client Quality Perceptions
Neil A. MorganFocuses on the perceptions held by organisational clients of thelegal advice provided by their primary law firms. Previous work onservice quality has been dominated by studies in…
ISSN:
0263-4503Online date, start – end:
1983Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Babu John-Mariadoss