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From quality control to TQM, service quality and service sciences : a 30-year review of TQM literature

Purpose: This paper aims to review total quality management (TQM) literature in the past three decades to identify the quality related key terms, to analyse their linkage among the identified key terms and their developmental trends. Design/methodology/approach: Bibliometric and statistical methods are used to analyse article titles published in the Total Quality and Business Excellence journal du

Customer perceived service quality in the supermarket and the discount store. Examination of a service quality measurement scale in a Swedish context

Customer-Perceived Service-Quality and Technology-Based Self-Service

Popular Abstract in Swedish I litteraturen kring marknadsföring av tjänster har det i flera sammanhang diskuterats hur tjänster baserade på kombinationer av kundmedverkan och teknologi kan erbjudas till kunden. Exempel som behandlats är bankers uttagsautomater, självbetjäning på bensinstationer och automatiska banktjänster över telefon. Innan man kan presentera sådana rekommendationer behövs det g

Converging Services Marketing and Tourism Approaches in Satisfaction and Service Quality Research

An Exploratory Study of Employees’ Perceptions on Service Quality in the Examinations Council of Zambia

The Swedish Container Shipping Industry: An Analysis of Service Quality Perception and its Measurement

A comparison of customer perceived service quality in discount versus traditional grocery stores.

Service quality management and ecosystem theory

E-banking and Service Quality Online

Service Quality - from Value Creation to Customer satisfaction, Loyalty and Brand Equity

Service quality in social media communication of NPOs : The moderating effect of channel choice

Social media communication is attractive for non-profit organizations (NPOs); however, the channels of social media are not homogeneous; a factor not sufficiently considered by empirical research. We address this gap by looking into the moderating effect of social media channel choice on the impact of brand trust on process and outcome quality. By surveying 174 customers of an Austrian NPO, we ana

Time for Tea : Factors of Service Quality, Memorable Tourism Experience and Loyalty in Sustainable Tea Tourism Destination

Creating a Gourmet Dinner: Service quality from an Aesthetic Perspective

In this paper I use Kenneth Burke's theory of aesthetic form from Counter-Statement (1931) to analyze how the gourmet chef Mathias Dahlgren creates a gourmet dinner.

Psychiatric occupational therapy service--quality assurance

Traveler perceived service quality and satisfaction with public transport : The influence of digital competence and environmental attitudes

Urban VS rural logistics service quality. Comparing customer satisfaction factors

Service quality: a self-perpetuating concept?

Two sides of a coin: Analyzing benefits and limitations of payment for water ecosystem services in Lima´s water fund

Payment for water ecosystem services has been gaining attention in Latin America because of the direct response for environmental conservation through economic mechanisms. By connecting nature services with people who benefit from them, it creates a sustainable intervention for the ecosystem’s management while enhancing human well-being according to policy implementers. Nevertheless, these initiat

Flexible assertive community treatment teams can change complex and fragmented service systems : experiences of service providers

Background: Implementing innovative health service models in existing service systems is complicated and context dependent. Flexible assertive community treatment (FACT) is a multidisciplinary service model aimed at providing integrated care for people with severe mental illness. The model was developed in the Netherlands and is now used in several countries, such as Norway. The Norwegian service

Coin stock and coin circulation in Birka.