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Managing Service Quality

中文名称：管理服务质量

ISSN：0960-4529
出版周期：Bimonthly

发文量：459

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1.Can perceptions of service quality predict behavioral intentions? an exploratory study on the hotel sector in Greece

机译：对服务质量的看法可以预测行为意图吗？希腊酒店业的探索性研究
- 作者：Konstantinos Alexandris;Nikos Dimitriadis;Dimitra Markata
- 期刊名称：《Managing Service Quality》 | 2002年第4期
- Consumer behavior;
- Service quality;
- Perception;
- Hotels;
2.The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction

机译：投诉满意度的维度：过程和结果投诉满意度与冷漠事实和热烈行为投诉满意度
- 作者：Bernd Stauss
- 期刊名称：《Managing Service Quality》 | 2002年第3期
- Complaints;
- Customer loyalty;
- Customer care;
3.Exploding some myths about customer relationship management

机译：打破有关客户关系管理的一些神话
- 作者：Lawrence A. Crosby
- 期刊名称：《Managing Service Quality》 | 2002年第5期
- Customer Care;
- Relationship marketing;
- Management;
- Strategy;
4.Service failures and customer defection: a closer look at online shopping experiences

机译：服务故障和客户叛逃：仔细研究在线购物体验
- 作者：Sohel Ahmad
- 期刊名称：《Managing Service Quality》 | 2002年第1期
- Shopping;
- Guarantees;
- Complaints;
- Customer loyalty;
- Online computing;
5.Empirical evidence for the relationship between customer satisfaction and business performance

机译：客户满意度与业务绩效之间关系的经验证据
- 作者：Ton Van Der Wiele;Paul Boselie;Martijn Hesselink
- 期刊名称：《Managing Service Quality》 | 2002年第3期
- Customer satisfaction;
- Organizational performance;
- Empirical study;
6.Managing the employee connection

机译：管理员工关系
- 作者：Ron Zemke
- 期刊名称：《Managing Service Quality》 | 2002年第2期
- Customer satisfaction;
- Human resource management;
- Retention;
- Reward;
- Recognition;
7.From intangibility to tangibility on service quality perceptions: a comparison study between consumers and service providers in four service industries

机译：从无形到有形的服务质量观：四个服务行业的消费者和服务提供商之间的比较研究
- 作者：Fessica Santos
- 期刊名称：《Managing Service Quality》 | 2002年第5期
8.Managing service quality by combining voice of the service provider and voice of their customers

机译：通过结合服务提供商的声音和他们的客户的声音来管理服务质量
- 作者：Clare Chow-Chua;Raj Komaran
- 期刊名称：《Managing Service Quality》 | 2002年第2期
- Customer requirements;
- Service quality;
- Quality systems;
- Quality management;
9.Chinese cultural values and total quality climate

机译：中国文化价值观与整体素质氛围
- 作者：Carlos Noronha
- 期刊名称：《Managing Service Quality》 | 2002年第4期
- National cultures;
- China;
- Quality;
10.The emergence of e-market services in the Australian mining industry: Ludowici mineral processing Pty Ltd., Quadrem eMarketplace, and Austrade eMarket services

机译：电子市场服务在澳大利亚采矿业中的兴起：Ludowici矿物加工有限公司，Quadrem电子市场和Austrade电子市场服务
- 作者：Helen Lassen;Jay Kandampully;Sunita Barker
- 期刊名称：《Managing Service Quality》 | 2002年第4期
- Internet;
- Services;
- Marketing;
- Retailing;
- Mining;
- Australia;
11.E-government: a new route to public sector quality

机译：电子政务：提高公共部门质量的新途径
- 作者：Julian Teicher;Owen Hughes;Nina Dow
- 期刊名称：《Managing Service Quality》 | 2002年第6期
- Public sector;
- Internet;
- Total quality management;
- Australia;
- Government;
12.Attitudes of middle managers to quality-based organizational change

机译：中层管理者对基于质量的组织变革的态度
- 作者：Douglas Davis;Thomas Fisher
- 期刊名称：《Managing Service Quality》 | 2002年第6期
- Quality;
- Organizational change;
- Middle management;
13.Service quality in call centers: implications for customer loyalty

机译：呼叫中心的服务质量：对客户忠诚度的影响
- 作者：Alison M. Dean
- 期刊名称：《Managing Service Quality》 | 2002年第6期
- Service quality;
- Customer orientation;
- Call centers;
- Customer loyalty;
14.Expanding paradigms in providing internal service

机译：提供内部服务的范式不断扩展
- 作者：Debra F. Cannon
- 期刊名称：《Managing Service Quality》 | 2002年第2期
- Service Quality;
- TQM;
- Employee Relations;
- Hospitality industry;
15.Framework for evaluating performance and quality improvement in hospitals

机译：评估医院绩效和质量改善的框架
- 作者：Clare Chow-Chua;Mark Goh
- 期刊名称：《Managing Service Quality》 | 2002年第1期
- Kaizen;
- Quality;
- Health care;
- Hospitals;
16.Service excellence from the employees' point of view: the role of first line supervisors

机译：从员工的角度来看，卓越的服务：一线主管的角色
- 作者：Deanne N. Den Hartog;Robert M. Veburg
- 期刊名称：《Managing Service Quality》 | 2002年第3期
- Service quality;
- Leadership;
- Employee attitudes;
- Supervisors;
17.Service quality and productivity: a synergistic perspective

机译：服务质量和生产力：协同的观点
- 作者：A. Parasuraman
- 期刊名称：《Managing Service Quality》 | 2002年第1期
- Service quality;
- Productivity;
- Service industries;
18.Does ISO 9000 accreditation make a profound difference to the way service quality is perceived and measured?

机译：ISO 9000认证是否会对服务质量的感知和衡量方式产生深远的影响？
- 作者：Gavin Dick;Kevin Gallimore;Jane C. Brown
- 期刊名称：《Managing Service Quality》 | 2002年第1期
- ISO 9000;
- Service industries;
- Measurement;
19.E-services and their role in B2C e-commerce

机译：电子服务及其在B2C电子商务中的作用
- 作者：Mohini Singh
- 期刊名称：《Managing Service Quality》 | 2002年第6期
- Electronic commerce;
- Service;
- Internet;
- Customer service;
20.Measurement of internal service quality: application of the SERVQUAL battery to internal service quality

机译：内部服务质量的测量：SERVQUAL电池在内部服务质量中的应用
- 作者：Gi-Du Kang;Feffrey Fames;Kostas Alexandris
- 期刊名称：《Managing Service Quality》 | 2002年第5期
- Internal marketing;
- Service quality;
- Corporate culture;
21.Customers' perspectives on service quality and relationship quality in retail encounters

机译：客户对零售业中服务质量和关系质量的看法
- 作者：Amy Wong;Amrik Sohal
- 期刊名称：《Managing Service Quality》 | 2002年第6期
- Service quality;
- Relationship;
- Marketing;
- Services Marketing;
- Retail trade;
- Australia;
22.An exploration of managerial issues in call centers

机译：呼叫中心管理问题的探索
- 作者：Colin Armistead;Julia Kiely;Linda Hole;Jean Prescott
- 期刊名称：《Managing Service Quality》 | 2002年第4期
- Communications industries;
- Information;
- Technology;
- Professionalism;
- Motivation;
23.Keeping the 'dream' in mind is indispensable for successful leadership

机译：牢记“梦想”对于成功的领导是必不可少的
- 作者：Yoshio Kondo
- 期刊名称：《Managing Service Quality》 | 2002年第3期
- Leadership;
- Motivation;
- Participation;
- Quality;
24.Electronic retailing and distribution of services: cyber intermediaries that serve customers and service providers

机译：电子零售和服务分销：为客户和服务提供商提供服务的网络中介
- 作者：Khanh V. La;Jay Kandampully
- 期刊名称：《Managing Service Quality》 | 2002年第2期
- E-commerce;
- Internet;
- Services marketing;
- Technology;
- Service quality;
25.Service excellence in electronic channels

机译：电子渠道的卓越服务
- 作者：Valarie A. Zeithaml
- 期刊名称：《Managing Service Quality》 | 2002年第3期
- Customers;
- Perception;
- Service quality;
- Marketing channels;
- Internet;
26.The challenges of implementing quality in the Irish hotel industry: a review

机译：爱尔兰酒店业实施质量挑战：回顾
- 作者：Mary Keating;Denis Harrington
- 期刊名称：《Managing Service Quality》 | 2002年第5期
- Ireland;
- Hotels;
- Quality;
- Implementation;
- Middle management;
27.Employee perceptions of HRM and TQM, and the effects on satisfaction and intention to leave

机译：员工对HRM和TQM的看法以及对满意度和离职意向的影响
- 作者：Paul Boselie;Ton Van Der Wiele
- 期刊名称：《Managing Service Quality》 | 2002年第3期
- Employee attitudes;
- Human resource management;
- Total quality management;
28.Innovation in logistic services and the new business model: a conceptual framework

机译：物流服务创新和新业务模式：概念框架
- 作者：Ross L. Chapman;Claudine Soosay;Jay Kandampully
- 期刊名称：《Managing Service Quality》 | 2002年第6期
- Service industries;
- Logistics;
- Innovation;
- Technology;
- Networks;
- Knowledge workers;
29.Exploring the development of quality in higher education

机译：探索高等教育的质量发展
- 作者：Maria Avdjieva;Marie Wilson
- 期刊名称：《Managing Service Quality》 | 2002年第6期
- Higher education;
- Organizational learning;
- Quality;
30.Customer satisfaction: it is dead but is will not lie down

机译：客户满意度：它已经死了，但不会放下
- 作者：Roger Williams;Rolf Visser
- 期刊名称：《Managing Service Quality》 | 2002年第3期
- Customer satisfaction;
- Service;
- Investment;
- Middle management;
31.Organizational effectiveness in Irish health-care organizations

机译：爱尔兰卫生保健组织的组织有效性
- 作者：Kay Downey-Ennis;Denis Harrington
- 期刊名称：《Managing Service Quality》 | 2002年第5期
- Health care;
- Ireland;
- Public sector;
- Quality;
- Effectiveness;
- European foundation for quality management;
32.Management accounting and performance measures in Japanese banks

机译：日本银行的管理会计和绩效措施
- 作者：Md Mostaque Hussain;A. Gunasekaran
- 期刊名称：《Managing Service Quality》 | 2002年第4期
- Management accounting;
- Non-financial benefits;
- Performance measurement;
- Banks;
- Japan;
33.Service quality in a cellular telecommunications company: a south African experience

机译：蜂窝电信公司的服务质量：南非的经验
- 作者：R. W. E. van der Wal;A. Pampallis;C. Bond
- 期刊名称：《Managing Service Quality》 | 2002年第5期
- Service quality;
- Cellular communications;
- Retailing;
- Factor analysis;
- South Africa;
34.Driving quality - clinical governance in the national health service

机译：推动质量-国民健康服务中的临床治理
- 作者：L. Ritchie
- 期刊名称：《Managing Service Quality》 | 2002年第2期
- Kaizen;
- Quality;
- National health service;
- Governance;
- United Kingdom;
35.Consumer performance and quality in services

机译：消费者表现和服务质量
- 作者：John Bateson
- 期刊名称：《Managing Service Quality》 | 2002年第4期
- Consumer behavior;
- Service quality;
- Measurement;
- Customer satisfaction;
36.The impact of the ISO 9000:2000 quality standards in small software firms

机译：ISO 9000：2000质量标准对小型软件公司的影响
- 作者：Rodney McAdam;Frances Fulton
- 期刊名称：《Managing Service Quality》 | 2002年第5期
- Quality;
- Standards;
- ISO 9000;
- Computer software;
- Small firms;
37.Beyond customer loyalty

机译：超越客户忠诚度
- 作者：James L. Heskett
- 期刊名称：《Managing Service Quality》 | 2002年第6期
- Customer Loyalty;
- Values;
- Commitment;
- Ownership;
38.An inter-industry comparison of quality management practices and performance

机译：行业间质量管理实践和绩效的比较
- 作者：Bishnu Sharma;David Gadenne
- 期刊名称：《Managing Service Quality》 | 2002年第6期
- Quality management;
- Service industries;
- Manufacturing industry;
- Construction industry;
39.The strategic placement of TQM in the organisation: a grounded study

机译：TQM在组织中的战略定位：扎根研究
- 作者：Denis Leonard;Rodney McAdam
- 期刊名称：《Managing Service Quality》 | 2002年第1期
- TQM;
- Quality management;
- Strategic management;
- Case studies;
40.Building people and organizational excellence: the start service excellence program

机译：建立人才和组织卓越能力：启动卓越服务计划
- 作者：Martijn Hesselink;Frits Van Den Assem
- 期刊名称：《Managing Service Quality》 | 2002年第3期
- Service quality;
- Customer satisfaction;
- Leadership;
- Human resource management;
- Employment agencies;
- The Netherlands;
41.Human and social implications of excellence models: are they really accepted by the business community

机译：卓越模型对人类和社会的影响：它们是否被企业界真正接受
- 作者：Tito Conti
- 期刊名称：《Managing Service Quality》 | 2002年第3期
- Total quality management;
- Corporated culture;
- Modelling;
- Stakeholders;
42.The service quality construct on a global state

机译：服务质量在全球范围内构建
- 作者：Brian C. Imrie;John W. Cadogan;Rod McNaughton
- 期刊名称：《Managing Service Quality》 | 2002年第1期
- Service quality;
- Culture;
- Values;
- Global marketing;
43.E-quality in the e-services provision of legal practices

机译：电子服务中的电子质量提供法律实践
- 作者：Alex Douglas;Lindsey Muir;Karon Meehan
- 期刊名称：《Managing Service Quality》 | 2003年第6期
- Professional services;
- Quality management;
44.A longitudinal study of business improvement models: cross purposes or congruity?

机译：对业务改进模型的纵向研究：交叉目标还是一致性？
- 作者：Joy Taylor;Rodney McAdam
- 期刊名称：《Managing Service Quality》 | 2003年第5期
- Business improvement;
- Small to medium-sized enterprises;
- Case studies;
- United Kingdom;
45.Understanding the service profit chain in Latin America: managerial perspective from Mexico

机译：了解拉丁美洲的服务利润链：墨西哥的管理视角
- 作者：Daniel Maranto;Javier Reynoso
- 期刊名称：《Managing Service Quality》 | 2003年第2期
- Mexico;
- Latin America;
- Hotels;
- Supermarkets;
- Operations management;
- Competition;
46.E-service quality and the public sector

机译：电子服务质量与公共部门
- 作者：Joan Buckley
- 期刊名称：《Managing Service Quality》 | 2003年第6期
- Public services;
- Customer services quality;
47.A content analysis of complaints and compliments

机译：投诉和表扬的内容分析
- 作者：Margareta Friman;Bo Edvardsson
- 期刊名称：《Managing Service Quality》 | 2003年第1期
- Service quality;
- Complaints;
- Public transport;
48.Cystomer-minded growth through services

机译：通过服务以客户为导向的增长
- 作者：Sandra Vandermerwe
- 期刊名称：《Managing Service Quality》 | 2003年第4期
- Corporate strategy;
- Market share;
- Customer orientation;
49.Singapore airlines: what it takes to sustain service excellence - a senior management perspective

机译：新加坡航空：维持卓越服务所需要采取的措施-高级管理层的观点
- 作者：Jochen Wirtz;Robert Johnston
- 期刊名称：《Managing Service Quality》 | 2003年第1期
- Service quality;
- Customer service;
- Training;
- Motivation;
- Airlines;
50.Communicating a quality position in service delivery: an application in higher education

机译：在服务提供中传达质量立场：在高等教育中的应用
- 作者：Jonathan Gutman;George Miaoulis
- 期刊名称：《Managing Service Quality》 | 2003年第2期
- Service delivery system;
- Service quality;
- Positioning;
- Higher education;
51.Improving satisfaction with bank service offerings: measuring the contribution of each delivery channel

机译：提高对银行服务产品的满意度：衡量每个交付渠道的贡献
- 作者：Lia Patrfcio;Joao Falcao e Cunha;Raymond P. Fisk
- 期刊名称：《Managing Service Quality》 | 2003年第6期
- Customer services quality;
- Customer satisfaction;
- Virtual banking;
- Service delivery systems;
- Portugal;
52.Establishing meaningful customer relationships: why some companies and brands mean more to their customers

机译：建立有意义的客户关系：为什么有些公司和品牌对客户的意义更大
- 作者：James G. Barnes
- 期刊名称：《Managing Service Quality》 | 2003年第3期
- Customers;
- Brands;
- Relationship marketing;
- Customer loyalty;
53.Quality in the work environment: a prerequisite for success in new service development

机译：工作环境中的质量：新服务开发成功的前提
- 作者：Bo Edvardsson;BengtOve Gustavsson
- 期刊名称：《Managing Service Quality》 | 2003年第2期
- Working conditions;
- Service quality;
- Participation;
- Job satisfaction;
54.Service quality: a fulfilment-oriented and interactions-centred approach

机译：服务质量：以实现为导向，以交互为中心的方法
- 作者：Adenekan Dedeke
- 期刊名称：《Managing Service Quality》 | 2003年第4期
- Services;
- Quality;
- Customer satisfaction;
55.Mapping service quality in the tourism industry

机译：绘制旅游业的服务质量
- 作者：Eda Atilgan Serkan Akinci;Safak Aksoy
- 期刊名称：《Managing Service Quality》 | 2003年第5期
- Service quality assurance;
- Tourism;
- Perceptual mapping;
- SERVQUAL;
56.Emotional intelligence: fundamental competencies for enhanced service provision

机译：情绪智力：增强服务提供能力的基本能力
- 作者：Philip Bardzil;Mark Slaski
- 期刊名称：《Managing Service Quality》 | 2003年第2期
- Service quality;
- Intelligence;
- Labor;
57.'Hardwiring' an organization's service performance

机译：“硬接线”组织的服务绩效
- 作者：Leonard A. Schlesinger
- 期刊名称：《Managing Service Quality》 | 2003年第1期
- Service quality;
- Performance measurement;
- Value;
58.Service quality factors and outcomes in dental care

机译：牙科服务的服务质量因素和结果
- 作者：Alan Baldwin;Amrik Sohal
- 期刊名称：《Managing Service Quality》 | 2003年第3期
- Service quality;
- Dentists;
- Health care;
- Australia;
59.Committed to quality: the use of quality schemes in UK public leisure services

机译：致力于质量：在英国公共休闲服务中使用质量计划
- 作者：Leigh Robinson
- 期刊名称：《Managing Service Quality》 | 2003年第3期
- Public utilities;
- Leisure;
- Service;
- Quality;
- Legislation;
60.A generic conceptual framework of interactive service quality

机译：交互式服务质量的通用概念框架
- 作者：Goran Svensson
- 期刊名称：《Managing Service Quality》 | 2003年第4期
- Services;
- Quality;
- Perception;
61.Calculating the value of customers' referrals

机译：计算客户推荐的价值
- 作者：Sabrina Helm
- 期刊名称：《Managing Service Quality》 | 2003年第2期
- Customer satisfaction;
- Recommendations;
- Service quality;
62.Looking back to see forward in marketing: some to consider

机译：回顾营销中的前瞻：需要考虑的一些问题
- 作者：J. Joseph Cronin Jr.
- 期刊名称：《Managing Service Quality》 | 2003年第5期
- Services marketing;
- Service quality assurance;
- Research;
- Perception;
63.To fade or not to fade? that is the question in customer relationships, too

机译：褪色还是不褪色？这也是客户关系中的问题
- 作者：Pekka Tuominen;Ulla Kettunen
- 期刊名称：《Managing Service Quality》 | 2003年第2期
- Relationship marketing;
- Customer loyalty;
- Customer satisfaction;
- Service industries;
- Service quality;
64.Determining and assessing the determinants of e-service operations

机译：确定和评估电子服务运营的决定因素
- 作者：Heston Surjadjaja;Sid Ghosh;Jiju Antony
- 期刊名称：《Managing Service Quality》 | 2003年第1期
- Service;
- Electronic commerce;
- Operations;
65.Culture, the built environment and healthcare organizational performance

机译：文化，建筑环境和医疗机构绩效
- 作者：Larry A. Mallak;David M. Lyth;Suzan D. Olson;Susan M. Ulshafer;Frank J. Sardone
- 期刊名称：《Managing Service Quality》 | 2003年第1期
- Environment;
- Culture;
- Health care;
- Measurement;
66.Comparing the quality of private and public hospitals

机译：比较私立和公立医院的质量
- 作者：Naceur Jabnoun;Mohammed Choker
- 期刊名称：《Managing Service Quality》 | 2003年第4期
- Hospitals;
- Quality;
- Health services;
- Public sector organizations;
- Private hospitals;
- United Arab emirates;
67.Tailoring e-service quality through CRM

机译：通过CRM定制电子服务质量
- 作者：Calin Gurau
- 期刊名称：《Managing Service Quality》 | 2003年第6期
- Service quality assurance;
- Customer satisfaction;
- Customer relations;
68.E-government: the realities of using IT to transform the public sector

机译：电子政务：使用IT转变公共部门的现实
- 作者：Shirley-Ann Hazlett;Frances Hill
- 期刊名称：《Managing Service Quality》 | 2003年第6期
- Technology led strategy;
- Customer service management;
- Customer services quality;
- Change management;
69.Management of service quality - differences in values, practices and outcomes

机译：服务质量管理-价值观，实践和成果的差异
- 作者：Stefan Lagrosen;Yvonne Lagrosen
- 期刊名称：《Managing Service Quality》 | 2003年第5期
- Services;
- Quality management;
- Total quality management;
- Values;
- Public sector organizations;
- Sweden;
70.Tourist satisfaction in singapore - a perspective from indonesian tourists

机译：新加坡的游客满意度-印尼游客的视角
- 作者：Theresia A. Pawitra;Kay C. Tan
- 期刊名称：《Managing Service Quality》 | 2003年第5期
- Quality function deployment;
- SERVQUAL;
- Service quality assurance;
- Tourism;
- Singapore;
71.Business process re-engineering in Malaysian banks and finance companies

机译：马来西亚银行和金融公司的业务流程再造
- 作者：Kok Wei Khong;Stanley Richardson
- 期刊名称：《Managing Service Quality》 | 2003年第1期
- Business process re-engineering;
- Banking;
- Financial services;
- Customer service;
- Management;
- Malaysia;
72.Service quality in hospitals: more favorable than you might think

机译：医院的服务质量：比您想象的要好
- 作者：M. Sadiq Sohail
- 期刊名称：《Managing Service Quality》 | 2003年第3期
- Service;
- Quality;
- Patients;
- Hospitals;
- Malaysia;
73.Is self-service the future of services?

机译：自助服务是服务的未来吗？
- 作者：James A. Fitzsimmons
- 期刊名称：《Managing Service Quality》 | 2003年第6期
- Automation;
- Self-service;
- Service industries;
74.Differentiating between service quality and relationship quality in cyberspace

机译：区分网络空间中的服务质量和关系质量
- 作者：Byron Keating;Robert Rugimbana;Ali Quazi
- 期刊名称：《Managing Service Quality》 | 2003年第3期
- Service quality;
- Retailing;
- Internet;
- Customer Satisfaction;
75.Creating strategies for managing evolving customer service

机译：创建管理不断发展的客户服务的策略
- 作者：Colin Armistead;Julia Kiely
- 期刊名称：《Managing Service Quality》 | 2003年第2期
- Customer service;
- Managers;
- Employees;
- Strategic planning;
76.E-service quality: a model of virtual service quality dimensions

机译：电子服务质量：虚拟服务质量维度的模型
- 作者：Jessica Santos
- 期刊名称：《Managing Service Quality》 | 2003年第3期
- Service quality;
- Electronic commerce;
- Internet;
- Model;
77.A critical review of e-service in Northern Ireland Electricity

机译：对北爱尔兰电力电子服务的严格审查
- 作者：Joan Henderson;Eddie McGoldrick;Rodney McAdam
- 期刊名称：《Managing Service Quality》 | 2003年第6期
- Customer service management;
- Buyer-seller relationships;
- Technology led strategy;
- Northern Ireland;
78.The antecedents of service quality and product quality and their influences on bank reputation: evidence from the banking industry in China

机译：服务质量和产品质量的先决条件及其对银行声誉的影响：来自中国银行业的证据
- 作者：Yonggui Wang;Hing-P. Lo;Yer V. Hui
- 期刊名称：《Managing Service Quality》 | 2003年第1期
- Service quality;
- Product quality;
- Banking;
- China;
79.Technology, service qualify, and customer loyalty in hotels: Australian managerial perspectives

机译：酒店的技术，服务资格和客户忠诚度：澳大利亚的管理观点
- 作者：Shan-Chun Lee;Sunita Barker;Jay Kandampully
- 期刊名称：《Managing Service Quality》 | 2003年第5期
- Hotels;
- Service quality assurance;
- Customer loyalty;
- Perception;
- Managers;
- Australia;
80.Quality management framework for a virtual enterprise network: a multi-agent approach

机译：虚拟企业网络的质量管理框架：多代理方法
- 作者：H. C. W. Lau;Christina W. Y. Wong;Eric W. T. Ngai;I. K. Hui
- 期刊名称：《Managing Service Quality》 | 2003年第4期
- Quality management;
- Modelling;
- Virtual organizations;
81.Applying the TOC TP: a case study in the service sector

机译：应用TOC TP：服务行业的案例研究
- 作者：Richard A. Reid;James R. Cormier
- 期刊名称：《Managing Service Quality》 | 2003年第5期
- Continuous improvement;
- Services;
- Small enterprises;
- Case studies;
82.Customer expectations on service guarantees

机译：客户对服务保证的期望
- 作者：Sara Bjorlin Liden;Bo Edvardsson
- 期刊名称：《Managing Service Quality》 | 2003年第5期
- Service quality assurance;
- Service industries;
- Transport services sector;
- Customer requirements;
83.Establishment and applications of the integrated model of service quality measurement

机译：服务质量度量集成模型的建立与应用
- 作者：Ching-Chow Yang
- 期刊名称：《Managing Service Quality》 | 2003年第4期
- Services;
- Quality;
- Customer satisfaction;
84.Investigating the adoption of electronic customer service by Australian

机译：调查澳大利亚人采用电子客户服务的情况
- 作者：Don Thi Hong Chau Nguyen;Jamie Murphy;Doina Olaru
- 期刊名称：《Managing Service Quality》 | 2003年第6期
- Innovation;
- Customer service management;
- Worldwide web;
- Electronic mail;
- Australia;
85.Internet users' perceptions of online service quality: a comparison of online buyers and information searchers

机译：互联网用户对在线服务质量的看法：在线购买者和信息搜索者的比较
- 作者：Shaohan Cai;Minjoon Jun
- 期刊名称：《Managing Service Quality》 | 2003年第6期
- Service quality assurance;
- Electronic commerce;
- Retailing;
86.An exploratory study of the effects of experience on consumer perceptions of the service quality construct

机译：体验对消费者对服务质量构成的感知的影响的探索性研究
- 作者：Martin ONeill;Adrian Palmer
- 期刊名称：《Managing Service Quality》 | 2003年第3期
- Service;
- Quality;
- Perception;
- Consumers;
- Experience;
87.Digitizing the customer: the digital moat

机译：数字化客户：数字护城河
- 作者：Karl Albrecht
- 期刊名称：《Managing Service Quality》 | 2003年第2期
- Cellular communications;
- Customer satisfaction;
- Customer service;
- Psychology;
88.Exploring international tourists' perceptions of hotel operations by using a modified SERVQUAL approach - a case study of Mauritius

机译：通过使用改进的SERVQUAL方法探索国际游客对酒店运营的看法-以毛里求斯为例
- 作者：Thanika Devi Juwaheer
- 期刊名称：《Managing Service Quality》 | 2004年第5期
- Hotels;
- Regression analysis;
- Customer satisfaction;
- SERVQUAL;
- Service quality assurance;
- Mauritius;
89.ICT: the creation of value and differentiation in services

机译：ICT：创造价值和服务差异化
- 作者：Benoit Meyronin
- 期刊名称：《Managing Service Quality》 | 2004年第3期
- Services marketing;
- Information;
- Communications;
- Value analysis;
90.Why customers stay: reasons and consequences of inertia in financial services

机译：客户为何留下：金融服务惯性的原因和后果
- 作者：Lesley White;Verikat Yanamandram
- 期刊名称：《Managing Service Quality》 | 2004年第3期
- Customer retention;
- Financial services;
- Inertia;
91.Comfort your online customer: quality, trust and loyalty on the internet

机译：安慰您的在线客户：互联网上的质量，信任和忠诚度
- 作者：Dina Ribbink;Allard C. R. van Riel;Veronica Liljander;Sandra Streukens
- 期刊名称：《Managing Service Quality》 | 2004年第6期
- Customer services quality;
- Customer loyalty;
- Trust;
- Electronic commerce;
- Customer satisfaction;
92.Service recovery in the airline industry: a cross-cultural comparison of the attitudes and behaviours of British and Italian front-line personnel

机译：航空业的服务恢复：英国和意大利前线人员的态度和行为的跨文化比较
- 作者：Natalia Lorenzoni;Barbara R. Lewis
- 期刊名称：《Managing Service Quality》 | 2004年第1期
- Service failures;
- Airtransport;
- Cross-cultural studies;
- Airlines;
- United Kingdom;
- Italy;
93.Market oriented learning and customer value enhancement through service recovery management

机译：通过服务恢复管理实现面向市场的学习和客户价值提升
- 作者：Khanh V. La;Jay Kandampully
- 期刊名称：《Managing Service Quality》 | 2004年第5期
- Service failures;
- Innovation;
- Competitive advantage;
- Value added;
94.Service quality measurements in ports of a developing economy: Nigerian ports survey

机译：发展中国家港口的服务质量测量：尼日利亚港口调查
- 作者：Chinonye Ugboma;Callistus Ibe;Innocent C. Ogwude
- 期刊名称：《Managing Service Quality》 | 2004年第6期
- Customer services quality;
- Perception;
- Expectation;
- Developing countries;
- Nigeria;
95.The effects of organizational responses to complaints on satisfaction and loyalty: a study of hotel guests in Northern Cyprus

机译：组织对投诉对满意度和忠诚度的反应的影响：北塞浦路斯酒店客人的研究
- 作者：Osman M. Karatepe;Erdogan H. Ekiz
- 期刊名称：《Managing Service Quality》 | 2004年第6期
- Organizational behaviour;
- Complaints;
- Customer satisfaction;
- Customer loyalty;
- Cyprus;
96.Customer involvement in new service development: a conversational approach

机译：客户参与新服务开发：一种对话方法
- 作者：Anders Lundkvist;All Yakhlef
- 期刊名称：《Managing Service Quality》 | 2004年第3期
- Customer relations;
- Conversation;
- Service industries;
- Product development;
97.Integrating current and competitive service-quality level analyses for service-quality improvement programs

机译：将当前和有竞争力的服务质量水平分析集成到服务质量改进计划中
- 作者：Yong-pil Kim;Seok-hoon Lee;Deok-gyun Yun
- 期刊名称：《Managing Service Quality》 | 2004年第4期
- SERVQUAL;
- Services;
- Customer satisfaction;
- Quality improvement;
98.Developing customer oriented service: a case study

机译：开发面向客户的服务：案例研究
- 作者：Zillur Rahman
- 期刊名称：《Managing Service Quality》 | 2004年第5期
- Competitive advantage;
- Customer satisfaction;
- Service quality assurance;
99.Cultural similarity and service leadership: a look at the cruise industry

机译：文化相似性和服务领导力：考察邮轮业
- 作者：Mark R. Testa
- 期刊名称：《Managing Service Quality》 | 2004年第5期
- Leadership;
- National cultures;
- Customer satisfaction;
- Service quality assurance;
- Hospitality services;
100.An integrated framework for customer value and customer-relationship-management performance: a customer-based perspective from China

机译：客户价值和客户关系管理绩效的集成框架：来自中国的基于客户的观点
- 作者：Yonggui Wang;Hing Po Lo;Renyong Chi;Yongheng Yang
- 期刊名称：《Managing Service Quality》 | 2004年第3期
- Customer retention;
- Relationship marketing;
- Customer satisfaction;
- Brand loyalty;
- Behaviour;
- China;

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