TOC: Managing Service Quality
Introduction
Managing Service Quality, 22(4)
The impact of financial services quality and fairness on customer satisfaction
–Houn-Gee Chen, Julie Yu-Chih Liu, Tsong Shin Sheu, Ming-Hsien Yang [] []
Developing our understanding of patronizing frontline employees
–Nwamaka A. Anaza, Brian N. Rutherford [] []
Challenges in serving the mass affluent segment: bank customer perceptions of service quality
–Christer Strandberg, Olof Wahlberg, Peter Öhman [] []
Validation of Eventserv-Short: A brief measure of customer satisfaction with game day services
–David S. Martin, Ryan Howell, Christopher Newman, Kelly Martin [] []
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