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Purpose – The purpose of this paper is to devise a robust statistical process control methodology that will enable service managers to better monitor the performance of correlated service measures. Design/methodology/approach – A residuals control chart methodology based on least absolute...
Purpose – The purpose of this paper is to examine the effect of radio frequency identification (RFID) implementation on service performance. Design/methodology/approach – This study utilizes a case study methodology to explain the impact of RFID on performance. The service profit chain is...
Purpose – The purpose of this paper is to examine whether International Organisation for Standards (ISO) certification affects consumer perceptions of the service provider. Design/methodology/approach – Data from a questionnaire survey of 204 Spanish consumers of insurance services is used to...
Purpose – The purpose of this paper is to examine the impact of demographic and cultural characteristics on the job satisfaction level of international service workers. Design/methodology/approach – The data in this study resulted from a survey of 1,128 service workers from 82 different...
Purpose – The purpose of this paper is to determine the critical factors to accessing the level of service quality of banks by re‐examining the SERVQUAL model, originally pioneered by Parasuraman. Further, the technique of dominance analysis is used to measure the relative importance of each...
Purpose – This paper aims to study the effect of service quality (SQ) dimensions on satisfaction and word of mouth (WOM) for maternities in Greece. Design/methodology/approach – Based on Parasuraman et al. 's SERVQUAL variables, the authors tried to identify the effects of each variable to...
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