Managing Service Quality: An International Journal: Volume 13 Issue 6
Table of contents
Is self‐service the future of services?
James A. FitzsimmonsDescribes all the automated processes that can be utilised when making a business trip and how human interaction within the service sector has been replaced by machines. This has…
E‐government: the realities of using IT to transform the public sector
Shirley‐Ann Hazlett, Frances HillThis paper examines how electronic government is being used in the delivery and improvement of public services in the UK, and the actual and potential problems inherent in this…
E‐service quality and the public sector
Joan BuckleyDefinitions of e‐service and e‐government are considered in seeking to contextualise the discussion, and a distinction is drawn between e‐government and e‐public service. Current…
A critical review of e‐service in Northern Ireland Electricity
Joan Henderson, Eddie McGoldrick, Rodney McAdamThis paper presents a critical review of e‐service in Northern Ireland Electricity, highlighting the challenges faced by a large electrical utility, in integrating IT with…
Improving satisfaction with bank service offerings: measuring the contribution of each delivery channel
Lia Patrício, Raymond P. Fisk, João Falcão e CunhaThis article presents the results of a qualitative study of a Portuguese bank regarding customer use of Internet banking integrated in a multi‐channel offering that includes high…
E‐quality in the e‐services provision of legal practices
Alex Douglas, Lindsey Muir, Karon MeehanThis paper examines the quality issues facing private legal practices as they try to offer services on the Internet. The threats and opportunities from offering high quality…
Investigating the adoption of electronic customer service by Australian businesses
Don Thi Hong Chau Nguyen, Jamie Murphy, Doina OlaruThis study investigates electronic customer service, e‐service, by Australian organisations, replicating and building on Heuchan et al.’s study of relationships among…
Internet users' perceptions of online service quality: a comparison of online buyers and information searchers
Shaohan Cai, Minjoon JunService quality is widely accepted as one of the key determinants of online retailers' success. This exploratory study identified four key dimensions of online service quality as…
Tailoring e‐service quality through CRM
Călin GurăuThe specific advantages of the Internet as a transaction and communication channel present new opportunities for businesses to create a long‐term relationship with their…