Purpose: The purpose of this paper is to investigate the role played by service quality (SQ) in manufacturer–distributor working partnerships in the context of Indian small and medium enterprises (SMEs), and present two models which propose and validate that contributions toward SQ, made by...

The present paper attempts to review 28 popular service quality models in the light of ever changing industrial scenario and analyze them for suitability/need for modifications in the context of small-medium manufacturing units. The study is of immense importance as it provides clear-cut...

The purpose of the present study is to develop a service quality scale by identifying the attributes of internal service quality delivered by small and medium manufacturing enterprises to their supplier units in order to ease their working and improve their delivery performance. 120...

The purpose of the current study is to develop a multidimensional scale to measure Employees' Service Quality (ESQ) in Indian small and medium manufacturing enterprises. 144 executives working at top/middle level in different small-medium manufacturing units of north India responded to a...