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Managing Service Quality - Vol. 12 No. 6, 2002: Innovation and quality improvement in service organisations

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Author(s): Alison M. Dean and Ross L. Chapman (editors)

Language: English
Pages: 104

Contents......Page 1
Abstracts & keywords......Page 3
Editorial......Page 5
Beyond customer loyalty......Page 7
Innovation in logistic services and the new business model......Page 10
Exploring the development of quality in higher education......Page 24
E-government......Page 36
An inter-industry comparison of quality management practices and performance......Page 46
Attitudes of middle managers to quality-based organisational change......Page 57
Service quality in call centres......Page 66
Customers’ perspectives on service quality and relationship quality in retail encounters......Page 76
E-services and their role in B2C e-commerce......Page 86
Note from the publisher......Page 99
Author and title index......Page 101