02716nam 2200589Ia 450 991078306900332120230607214829.01-280-47961-297866104796101-84544-712-3(CKB)1000000000004025(EBL)232304(OCoLC)61366313(SSID)ssj0000465960(PQKBManifestationID)11343088(PQKBTitleCode)TC0000465960(PQKBWorkID)10457956(PQKB)10874028(MiAaPQ)EBC232304(Au-PeEL)EBL232304(CaPaEBR)ebr10052809(CaONFJC)MIL47961(OCoLC)133160400(EXLCZ)99100000000000402520000815d2002 uy 0engur|n|---|||||txtccrInnovation and quality improvement in service organizations[electronic resource] /guest editors, Alison M. Dean and Ross L. ChapmanBradford, England Emerald Group Publishingc20021 online resource (104 p.)Managing service quality ;v.12, no. 6Description based upon print version of record.0-86176-765-9 Contents; Abstracts & keywords; Editorial; Beyond customer loyalty; Innovation in logistic services and the new business model; Exploring the development of quality in higher education; E-government; An inter-industry comparison of quality management practices and performance; Attitudes of middle managers to quality-based organisational change; Service quality in call centres; Customers' perspectives on service quality and relationship quality in retail encounters; E-services and their role in B2C e-commerce; Note from the publisher; Author and title indexThis special issue of MSQ presents eightpapers developed from selected high qualitypresentations made at the Sixth InternationalResearch Conference on Quality, Innovationand Knowledge. The Conference waspresented by a consortium of Australianand Malaysian universities and held inKuala Lumpur, Malaysia from 17-20February 2002.Customer servicesManagementCustomer servicesQuality controlCustomer servicesManagement.Customer servicesQuality control.658.8Chapman R. L(Ross L.)970880Dean Alison M1470550MiAaPQMiAaPQMiAaPQBOOK9910783069003321Innovation and quality improvement in service organizations3682508UNINA