search query: @indexterm SERVICE QUALITY / total: 221
references: 88-97 / 221
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 titleyearauthor
88.
Making sense of SERVQUAL's dimensions to the Chinese customers in Macau
Journal of Market-Focused Management
2002 : MAR, VOL. 5:1, p. 43-58
 2002 Lam, T.K.P.
89.
The evaluation of airline service quality by fuzzy MCDM
Tourism Management
2002 : APR, VOL. 23:2, p. 107-115
 2002 Tsaur, S.-H.
Chang, T.-Y.
Yen, C.-H.
90.
Cutting Corners and Working Overtime: Quality Erosion in the Service Industry
Management Science
2001 : JUL, VOL. 47:7, p. 894-914
 2001 Oliva, R.
Sterman, J. D.
91.
The Relationship Between Initial Quality Perceptions and Maintenance Behavior: The Case of the Automotive Industry
Management Science
2001 : SEP, VOL. 47:9, p. 1191-1202
 2001 Conlon, E.
Devaraj, S.
Matta, K. F.
92.
Can good citizens lead the way in providing quality service? A field quasi experiment
Academy of Management Journal
2001 : OCT, VOL. 44:5, p. 988-995
 2001 Hui, C.
Lam, S. S. K.
Schaubroeck, J.
93.
Time-restricted sales appeals: the importance of offering real value
Cornell Hotel and Restaurant Administration Quarterly
2001 : AUG-SEP, VOL. 42:4, p. 47-52
 2001 Brannon, L. A.
McCabe, A. E.
94.
A retrospective commentary on the article "New tools for achieving service quality"
Cornell Hotel and Restaurant Administration Quarterly
2001 : AUG-SEP, VOL. 42:4, p. 39-46
 2001 Lovelock, C.
95.
New tools for achieving service quality
Cornell Hotel and Restaurant Administration Quarterly
2001 : AUG-SEP, VOL. 42:4, p. 25-38
 2001 Wyckoff, D. D.
96.
Product/process culture and change management in complex organizations
International Journal of Technology Management
2001 : VOL. 22:1-3, p. 73-82
 2001 Lillrank, P.
Kostama, H.
97.
The customer-service life cycle: a framework for improving customer service through information technology
Cornell Hotel and Restaurant Administration Quarterly
2001 : JUN, VOL. 42:3, p. 38-45
 2001 Piccoli, G.
Spalding, B. R.
Ives, B.
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