search query: @indexterm SERVICE QUALITY / total: 221
references: 95-104 / 221
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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.
98.
Customer satisfaction in industrial markets: dimensional and multiple role issues
Journal of Business Research
2001 : APR, VOL. 52:1, p. 15-33
 2001 Homburg, C.
Rudolph, B.
99.
Business travellers´perception of service quality: a prefatory study of two European city centre hotels
International Journal of Tourism Research
2001 : JUL-AUG, VOL. 3:4, p. 313-323
 2001 Callan, R. J.
Kyndt, G.
100.
Mystery shopping: using deception to measure service performance
Psychology & Marketing
2001 : JUL, VOL. 18:7, p. 721-734
 2001 Wilson, A. M.
101.
How to implement a customer satisfaction program
Business Horizons
2001 : JAN-FEB, VOL. 44:1, p. 37-46
 2001 Naumann, E.
Jackson, D. W. Jr.
Rosenbaum, M. S.
102.
A comparison of attitude, personality and knowledge predictors of service-oriented organizational citizenship behaviors
Journal of Applied Psychology
2001 : FEB, VOL 86:1, p. 29-41
 2001 Bettencourt, L.A.
Gwinner, K.P.
Meuter, M.L.
103.
Tourism and economic regeneration: the role of skills development
International Journal of Tourism Research
2001 : MAY-JUN, VOL. 3:3, p. 229-240
 2001 Thomas, R.
Long, J.
104.
Menu price endings that communicate value and quality
Cornell Hotel and Restaurant Administration Quarterly
2001 : VOL. 42:1, p. 26-37
 2001 Naipaul, S.
Parsa, H. G.
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