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Service quality in the public sector: the case of the Citizen's Service Centers (CSCs) of Greece
Chatzoglou, Prodromos; Chatzoudes, Dimitrios; Vraimaki, … - In: International Journal of Productivity and Performance … 62 (2013) 6, pp. 583-605
service provision, namely the Citizen's Service Centers (CSCs) of Greece. CSC is a public service organization created in 2002 …’ knowledge, a worldwide innovation only implemented in Greece. Hence, their examination may serve as a guiding light for other …
Persistent link: https://www.econbiz.de/10014798559
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The impact of internal service quality on customer service behaviour
Bellou, Victoria; Andronikidis, Andreas - In: International Journal of Quality & Reliability Management 25 (2008) 9, pp. 943-954
Purpose – The increasing importance of customer satisfaction is uncontested. Yet, banks are currently facing another major challenge, meeting the changing needs of customers. For this reason, the present study aims to examine the effect that internal service quality has on employees' prosocial...
Persistent link: https://www.econbiz.de/10014800506
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The relationship between internal and external service quality
Bouranta, Nancy; Chitiris, Leonidas; Paravantis, John - In: International Journal of Contemporary Hospitality Management 21 (2009) 3, pp. 275-293
industry in Greece. Waiters are considered as internal customers and kitchen personnel as internal suppliers. Inferential …
Persistent link: https://www.econbiz.de/10014762940
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Examining organizational climate in Greek hotels from a service quality perspective
Bellou, Victoria; Andronikidis, Andreas I. - In: International Journal of Contemporary Hospitality Management 21 (2009) 3, pp. 294-307
/implications – Since Greece is a very diverse country in terms of tourism, including hotels that operate in other regions of the country …
Persistent link: https://www.econbiz.de/10014762941
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Linking dimensions of perceived service quality to actual purchase behaviour
Andronikidis, Andreas - In: EuroMed Journal of Business 4 (2009) 1, pp. 4-20
personally administered to customers of nine automotive repair companies in Greece. Findings – Exploratory factor analysis …
Persistent link: https://www.econbiz.de/10014729636
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Using E‐S‐QUAL to measure internet service quality of e‐commerce web sites in Greece
Santouridis, Ilias; Trivellas, Panagiotis; Tsimonis, … - In: International Journal of Quality and Service Sciences 4 (2012) 1, pp. 86-98
instrument E‐S‐QUAL and its factor structure in the context of e‐commerce in Greece. Also, to investigates the effects of E … E‐S‐QUAL in the context of e‐commerce in Greece and produced similar results to those of the initial research …
Persistent link: https://www.econbiz.de/10014802486
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Assessing service quality on the Web: evidence from business‐to‐consumer portals
Gounaris, Spiros; Dimitriadis, Sergios - In: Journal of Services Marketing 17 (2003) 5, pp. 529-548
The article explores the quality dimensions that the visitors of national and foreign business‐to‐consumer portals use to assess the performance of their service offering. Based on the SERVQUAL model and previous research on Web site evaluation and quality, the paper identified three quality...
Persistent link: https://www.econbiz.de/10014904988
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Integrating DEAHP and DEANP into the quality function deployment
Kamvysi, Konstantina; Gotzamani, Katerina; Georgiou, … - In: The TQM Journal 22 (2010) 3, pp. 293-316
Purpose – The purpose of this paper is to promote the integration of quality function deployment (QFD) with quantitative methods in an attempt to enhance its effectiveness and resolve issues like the failure of prioritizing customer requirements and determining proper importance levels....
Persistent link: https://www.econbiz.de/10015031901
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Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece
Santouridis, Ilias; Trivellas, Panagiotis - In: The TQM Journal 22 (2010) 3, pp. 330-343
telephony sector in Greece, namely service quality and customer satisfaction. Furthermore, the mediation effect of customer … research target sample consisted of residential non‐business mobile phone users in Greece. Reliability tests and statistical … for mobile operators in a mature market such as that of Greece, to understand what the drivers of customer loyalty are …
Persistent link: https://www.econbiz.de/10015031903
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A Malmquist index for the Greek insurance industry
Nektarios, Milton; Barros, Carlos Pestana - In: The Geneva papers on risk and insurance - issues and … 35 (2010) 2, pp. 309-324
Persistent link: https://www.econbiz.de/10003971817