service quality between developed and developing countries. Derives specific hypotheses for each of the service quality …

capture the organizational arrangements of a complex engineering service enterprise. The focal case study is between a public … enterprise, highlighting the complexity of value co‐creation in service enterprises and the interdependencies between … organizational units. Design/methodology/approach – Development of the Enterprise Image has drawn on research within the service …

sought by the market it was set up to serve. Traces the design, development and testing of the Service Template for … illustrating fit in service organizations. The technique compares the actual service experienced by a customer with his …/her expectations of that service and it is able to incorporate both soft and hard aspects of a service package. Reviews literature on …

A model of service quality is developed which includes three groups of service quality components: physical and … procedural, behavioural, and judgemental. Classification schemes for service operations based on their relative degrees of labour … intensity, process and product customisation, and contact and interaction between the customer and the service organisation are …