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Managing Service Quality, Volume 12, Number 3, 2002

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Author(s): Barbara Lewis and Ton van der Wiele

Language: English
Pages: 72

Contents......Page 1
Abstracts & keywords......Page 3
Guest editorial......Page 5
Service excellence in electronic channels......Page 7
Building people and organisational excellence......Page 11
Keeping the ‘‘dream’’ in mind is indispensable for successful leadership......Page 18
Human and social implications of excellence models......Page 23
Service excellence from the employees’ point of view......Page 31
Employee perceptions of HRM and TQM, and the effects on satisfaction and intention to leave......Page 37
The dimensions of complaint satisfaction......Page 45
Empirical evidence for the relationship between customer satisfaction and business performance......Page 56
Customer satisfaction......Page 66