TOC: Managing Service Quality
Introduction
Managing Service Quality, 19(6)
 : : : TOC
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Relevant ARCategory: |
Handling customer complaints effectively: A comparison of the value maps of female and male complainants
–Thorsten Gruber, Isabelle Szmigin, Roediger Voss [] []
Improvisation in service recovery
–Miguel Pina e Cunha, Arm‚nio Rego, Ken Kamoche [] []
Is C-OAR-SE best for internet retailing service quality?
–Julie E. Francis [] []
The importance of self-service kiosks in developing consumers’ retail patronage intentions
–Hyun-Joo Lee, Ann E. Fairhurst, Min-Young Lee [] [Google Scholar]
An approach to develop effective customer loyalty programs: The VIP program at T&T Supermarkets Inc.
–Richard Ho, Leo Huang, Stanley Huang, Tina Lee, Alexander Rosten, Christopher S. Tang [] []
Atmospheric experiences that emotionally touch customers: A case study from a winter park
–Terje Sl?tten, Mehmet Mehmetoglu, G”ran Svensson, Sander Sværi [] []
Product Review
–Title: Design for Six Sigma Statistics: 59 Tools for Diagnosing and Solving Problems in DFSS Initiatives [] []