Managing Service Quality

Domestic inter-cultural service encounters: an integrated model
pp. 329-343(15)
Authors: Hopkins, Shirley A; Hopkins, Willie E; Hoffman, K Douglas

Strategic imperatives and the pursuit of quality in the US airline industry
pp. 344-356(13)
Authors: Rhoades, Dawna L; Jr, Blaise Waguespack

Impediments to improvements in service quality in luxury hotels
pp. 357-373(17)
Authors: Presbury, Rayka; Fitzgerald, Anneke; Chapman, Ross

A customized measure of service quality in the UAE
pp. 374-388(15)
Authors: Jabnoun, Naceur; Khalifa, Azaddin

Quality management in service firms: sustaining structures of total quality service
pp. 389-402(14)
Authors: Gupta, Atul; McDaniel, Jason C; Herath, S Kanthi