Volume 12 Issue 1 of Managing Service Quality, is now available via
Emerald Fulltext.
* Subscribers - click here for access
http://www.emeraldinsight.com/0960-4529.htm
* Non Subscribers - click here for a free trial
http://www.emeraldinsight.com/rpsv/cgi-bin/emft.pl
**********************************************
Table of contents follows :-
Title: The strategic placement of TQM in the organisation: a grounded
study
Author: Denis Leonard; Rodney McAdam
Pages: 43-54
Keywords: Tqm; Quality Management; Strategic Management; Case Studies
Article Type: Theoretical with Worked Example
Quality Indicators: Research - *** Practice - * Originality - **
Readability - ***
Title: The service quality construct on a global stage
Author: Brian C Imrie; John W Cadogan; Rod McNaughton
Pages: 10-19
Keywords: Service Quality; Culture; Values; China; Global Marketing
Article Type: Survey
Quality Indicators: Research - *** Practice - ** Originality - **
Readability - ***
Title: Does ISO 9000 accreditation make a profound difference to the
way
service quality is perceived and measured?
Author: Gavin Dick; Kevin Gallimore; Jane C Brown
Pages: 30-43
Keywords: Iso 9000; Service Industries; Measurement
Article Type: Survey
Quality Indicators: Research - *** Practice - * Originality - **
Readability - **
Title: Framework for evaluating performance and quality improvement in
hospitals
Author: Clare Chow-Chua; Mark Goh
Pages: 54-66
Keywords: Kaizen; Quality; Health Care; Hospitals
Article Type: Case Study
Quality Indicators: Research - *** Practice - ** Originality - **
Readability - ***
Title: Service quality and productivity: a synergistic perspective
Author: A Parasuraman
Pages: 6-10
Keywords: Service Quality; Productivity; Service Industries Article
Type: Wholly Theoretical; Theoretical with Application in Practice
Quality Indicators: Research - ** Practice - ** Originality - **
Readability - **
Title: Service failures and customer defection: a closer look at
online
shopping experiences
Author: Sohel Ahmad
Pages: 19-29
Keywords: Shopping; Guarantees; Complaints; Customer Loyalty; Online
Computing Article Type: Survey
Quality Indicators: Research - ** Practice - ** Originality - **
Readability - ***
*********************************************
For further information, please go to the relevant homepage within our
portfolio - http://www.emeraldinsight.com/journals/index.htm