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EXPLORING THE DIMENSIONALITY OF SERVICE QUALITY: AN APPLICATION OF TOPSIS IN THE INDIAN BANKING INDUSTRY
banking dimensionality performance evaluation Service quality
2011/11/1
The Indian banking industry is going through turbulent times. With the lowering of entry barriers and blurring product lines of banks and non-banks since the financial sector reforms, banks are functi...
Service Quality and Export Performance of Business-to-Business Service Providers: The Role of Service Employee- and Customer-Oriented Quality Control Initiatives
customer coproduction export performance quality control initiatives
2011/10/8
Using the facilities-transformation-usage framework of service provision and drawing from control theory, the authors develop a theoretical model that examines the influence of different quality contr...
Book Review:Service Quality Management in Hospitality, Tourism and Leisure
Book Review Service Quality Management in Hospitality, Tourism and Leisure
2009/4/20
This edited volume provides a comprehensive insight into service quality management within the contexts of hospitality, tourism and leisure. Taken as a whole, this book provides a much welcome additio...
HRM Practices and Perceived Service Quality：The Role of Trust as a Mediator
HRM Practices Service Quality
2009/4/10
The value of linkage research is in its ability to recognise the organisational practices that are the most important drivers of customer satisfaction in a specific organisation. Human Resources Manag...