Managing Service Quality

Experimental design and computer-based simulation: a case study with the Royal Navy
pp. 311-320(10)
Authors: Blosch, Marcus; Antony, Jiju

Factors to consider in the implementation of quality within Irish healthcare
pp. 320-326(7)
Authors: Ennis, Kay; Harrington, Denis

Patient and stakeholder consultation in healthcare
pp. 327-336(10)
Authors: Curry, Adrienne; Stark, Sandra; Summerhill, Lesley

Service quality: guidelines for marketers
pp. 337-351(15)
Authors: Groth, John C.; Dye, Richard T.

Cost containment and customer retention practices at the top 100 commercial banks, savings institutions and credit unions
pp. 352-359(8)
Authors: Allred, Anthony T.; Addams, H. Lon

Hysteresis: a model of consumer behaviour?
pp. 360-370(11)
Author: Galloway, Les