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Service Management eJournal

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1.

Effects of Service Quality on Customer Satisfaction and Customer Loyalty: Example of Marmara University Hospital

International Congress on Performance and Quality in Health (Uluslararasi Saglikta Performans ve Kalite Kongresi), March 19-21, 2009, Antalya, Turkey
Number of pages: 11 Posted: 19 Mar 2009 Last Revised: 22 Jun 2009
Working Paper Series
Department of Marketing, School of Business and Economics, Linnaeus University, Türk Telekom Veri Ambar? ve Is Zekas? Grup Müdürlügü, Marmara University and Sabanci University
Downloads 4,995
2.

The Impacts of Electronic Banking on Customer Satisfaction in Ethiopian Banking Industry (The Case of Dashen and Wogagen Banks in Gondar City)

Number of pages: 84 Posted: 14 Nov 2013 Last Revised: 14 Mar 2015
Working Paper Series
Independent
Downloads 4,451
3.

Human Resource Management Practices in an Airline Industry: The British Airways Global Perspective

Number of pages: 14 Posted: 29 Jul 2013 Last Revised: 30 Sep 2013
Working Paper Series
Arab Open University - Bahrain Branch and Oman College of Management and Technology
Downloads 3,842
4.

Consumer Behavior, Supply Chain Management and Customer Satisfaction: An Investigative Study in Small and Medium Enterprises

Proceeding, International Seminar on Industrial Engineering & Management, August 29-30, 2007, Jakarta, Indonesia, ISSN # 1978-774X
Number of pages: 10 Posted: 11 Mar 2008 Last Revised: 28 Nov 2011
Accepted Paper Series
International University Liaison Indonesia (IULI), Swiss German University, Swiss German University and International University Liaison Indonesia (IULI) - Hotel & Tourism Management
Downloads 3,517
5.

Hotel Revenue Management: From Theory to Practice

Ivanov, Stanislav (2014). Hotel Revenue Management: From Theory to Practice. Varna: Zangador
Number of pages: 205 Posted: 10 Jun 2014
Accepted Paper Series
Varna University of Management (VUM)
Downloads 3,455
6.

Case Study for Restaurant Queuing Model

2011 International Conference on Management and Artificial Intelligence
Number of pages: 4 Posted: 02 Mar 2012
Working Paper Series
Bina Nusantara University (Binus) - Binus Business School and Bina Nusantara University (Binus) - Binus Business School
Downloads 2,454
7.

Affecting Customer Loyalty: Do Different Factors Have Various Influences in Different Loyalty Levels?

The University of Tartu Faculty of Economics and Business Administration Working Paper No. 58-2007
Number of pages: 29 Posted: 02 Nov 2007
Working Paper Series
University of Tartu - Faculty of Economics and Business Administration
Downloads 2,329
8.

Impact of Employee Motivation on Customer Satisfaction: Study of Airline Industry in Pakistan

Interdisciplinary Journal of Contemporary Research in Business , Vol. 4, No. 6, pp 531-539, October 2012
Number of pages: 9 Posted: 02 Dec 2012
Accepted Paper Series
University of the Punjab (PU) - Hailey College of Commerce, affiliation not provided to SSRN and Shaheed Zulfikar Ali Bhutto Institute of Science and Technology (SZABIST), Students
Downloads 2,325
9.

The Role of Surge Pricing on a Service Platform with Self-Scheduling Capacity

Number of pages: 39 Posted: 05 Dec 2015 Last Revised: 21 Jun 2016
Working Paper Series
The Wharton School - Operations, Information and Decisions Department, University of Pennsylvania - Operations & Information Management Department and University of Pennsylvania - Operations & Information Management Department
Downloads 1,923
10.

Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value

International Journal of Marketing Studies, Vol. 4, No. 1, February 2012
Number of pages: 9 Posted: 02 Feb 2012 Last Revised: 07 Feb 2012
Accepted Paper Series
Shaheed Zulfikar Ali Bhutto Institute of Science and Technology (SZABIST), Students
Downloads 1,852
11.

Customer Satisfaction: A Strategic Review and Guidelines for Managers

MSI Fast Forward Series, Marketing Science Institute, Cambridge, MA, 2010
Number of pages: 28 Posted: 27 Oct 2013
Accepted Paper Series
Rice University and Jones Graduate School of Business
Downloads 1,625
12.

Applying the Toyota Production System to a Healthcare Organization: A Case Study on a Rural Community Healthcare Provider

Quality Management Journal, Vol. 14, No. 4, 2007
Number of pages: 12 Posted: 11 Oct 2007 Last Revised: 19 Apr 2017
Accepted Paper Series
Indiana University Bloomington and Middle Georgia State University
Downloads 1,537
13.

Measuring the Effect of Queues on Customer Purchases

Columbia Business School Research Paper No. 12/23
Number of pages: 41 Posted: 26 May 2011 Last Revised: 15 Dec 2012
Working Paper Series
Columbia University - Columbia Business School, Universidad de Chile, Columbia University - Columbia Business School - Decision Risk and Operations and SCOPIX
Downloads 1,483
14.

Customer-Base Concentration: Implications for Firm Performance and Capital Markets

The Accounting Review, March 2012
Number of pages: 49 Posted: 29 Aug 2010 Last Revised: 11 Apr 2014
Accepted Paper Series
University of California, Berkeley - Haas School of Business
Downloads 1,371
15.

On-Demand Service Platforms

Number of pages: 36 Posted: 26 Jan 2016 Last Revised: 20 Sep 2017
Working Paper Series
University of California, Berkeley - Haas School of Business
Downloads 1,323
16.

Organisational Culture of Customer Care: Market Orientation and Service Quality

International Journal of Services and Standards, Vol. 3, No. 2, pp. 137-153, 2007
Number of pages: 18 Posted: 16 Jun 2008 Last Revised: 08 Jun 2012
Accepted Paper Series
Henderson State University, University of Texas at El Paso (UTEP) and Texas A&M University - Department of Information & Operations Management
Downloads 1,273
17.

What are the Key Dimensions of Restaurant Service Quality? An Empirical Study in the City Restaurant Settings

Sustainable Tourism: Socio-Cultural, Environmental and Economics Impact, pp. 235-249, 2011, Tourism in South East Europe 2011
Number of pages: 15 Posted: 24 Oct 2012
Accepted Paper Series
Faculty of Tourism and Hospitality Management, Polytechnic of Rijeka and Faculty of Tourism and Hospitality Management, Opatija
Downloads 1,201
18.

Understanding Service Quality and Relationship Quality in IS Outsourcing: Client Orientation & Promotion, Project Management Effectiveness, and the Task-Technology-Structure Fit

Journal of Computer Information Systems, Vol. 48, No. 2, pp. 1-15, 2008
Number of pages: 16 Posted: 16 Jun 2008 Last Revised: 02 Jul 2014
Accepted Paper Series
University of Texas at El Paso (UTEP), Texas A&M University - Department of Information & Operations Management and Henderson State University
Downloads 1,195
19.

Mediating Effect of Customer Satisfaction on Service Quality and Customer Loyalty Relationship in Malaysian Rural Tourism

International Journal of Economics Business and Management Studies, 2(1), 25-37, 2013
Number of pages: 13 Posted: 06 Jan 2013
Accepted Paper Series
Limkokwing University of Creative Technology and Limkokwing University of Creative Technology
Downloads 1,159
20.

Factors Affecting Usage of Internet Banking Services

Number of pages: 15 Posted: 19 Jun 2012
Working Paper Series
affiliation not provided to SSRN and affiliation not provided to SSRN
Downloads 1,113
21.

Beyond Happiness and Satisfaction: Toward Well-Being Indices Based on Stated Preference

American Economic Review, Forthcoming
Number of pages: 49 Posted: 31 Jul 2012 Last Revised: 20 Dec 2013
Accepted Paper Series
USC, Center for Economic and Social Research (CESR), Cornell University - S.C. Johnson Graduate School of Management, University of Michigan at Ann Arbor - Department of Economics and Trinity College

Multiple version iconThere are 2 versions of this paper

Downloads 1,038
22.

Exploring the Relationship between Service Quality and Customer Satisfaction in Croatian Hotel Industry

Tourism & Hospitality Management, Vol. 19, No. 2, 2013
Number of pages: 16 Posted: 19 Dec 2013
Accepted Paper Series
Faculty of Tourism and Hospitality Management and Polytechnic of Rijeka
Downloads 1,038
23.

Modeling Citizen Satisfaction with Mandatory Adoption of an E-Government Technology

Journal of the Association for Information Systems, Vol. 11, No. 10, pp. 519-549, 2010
Number of pages: 31 Posted: 26 Dec 2011
Accepted Paper Series
ESSEC Business School, Hong Kong University of Science & Technology (HKUST) - HKUST School of Business and Management, University of Arkansas - Department of Information Systems, University of Arizona - Department of Management Information Systems, University of Utah - Department of Operations and Information Systems and Hong Kong University of Science and Technology
Downloads 1,009
24.

A Study on Impact of Service Quality on Customer Satisfaction in the Indian Insurance Industry

Number of pages: 8 Posted: 16 Dec 2012
Working Paper Series
Alliance University - School of Business and Alliance University
Downloads 1,007
25.

Operations in the On-Demand Economy: Staffing Services with Self-Scheduling Capacity

Number of pages: 27 Posted: 06 Oct 2013 Last Revised: 28 Jun 2016
Working Paper Series
Northwestern University, Northwestern University - Kellogg School of Management and Harvard University - Technology & Operations Management Unit
Downloads 1,003
26.

Service Quality, Inventory and Competition: An Empirical Analysis of Mobile Money Agents in Africa

Harvard Business School Technology & Operations Mgt. Unit Working Paper No. 15-059
Number of pages: 31 Posted: 13 Jan 2015 Last Revised: 06 Oct 2015
Working Paper Series
Harvard Business School and University of Colorado at Boulder - Leeds School of Business
Downloads 974
27.

Pricing and Matching with Forward-Looking Buyers and Sellers

Rotman School of Management Working Paper No. 2859864
Number of pages: 58 Posted: 27 Oct 2016 Last Revised: 25 Jul 2018
Working Paper Series
University of Cincinnati - Lindner College of Business and University of Toronto - Rotman School of Management
Downloads 937
28.

Online Shopping and Customer Satisfaction in Malaysia

International Journal of Marketing Practices, Vol. 1, No. (1), 43-51, January, 2013.
Number of pages: 9 Posted: 27 May 2013
Accepted Paper Series
Limkokwing University of Creative Technology, Limkokwing University of Creative Technology and Limkokwing University of Creative Technology
Downloads 871
29.

The Interplay between Online Reviews and Physician Demand: An Empirical Investigation

Number of pages: 35 Posted: 12 May 2016 Last Revised: 31 Aug 2017
Working Paper Series
University of Illinois at Urbana-Champaign - College of Business, New York University (NYU) - Department of Information, Operations, and Management Sciences and New York University (NYU) - Leonard N. Stern School of Business
Downloads 856
30.

Retail Shelf Space Management Model with Space-Elastic Demand and Consumer-Driven Substitution Effects

Number of pages: 19 Posted: 11 Jan 2010 Last Revised: 13 Feb 2011
Working Paper Series
Catholic University of Eichstaett-Ingolstadt and Catholic University of Eichstaett-Ingolstadt
Downloads 855
31.

Price, Wage and Fixed Commission in On-Demand Matching

Number of pages: 52 Posted: 10 Apr 2017 Last Revised: 21 Mar 2019
Working Paper Series
University of Toronto - Rotman School of Management and McMaster University - Michael G. DeGroote School of Business
Downloads 850
32.

Capacity Planning for Virtualized Servers

Presented at Workshop on Information Technologies and Systems (WITS), Milwaukee, Wisconsin, USA, 2006
Number of pages: 6 Posted: 18 Nov 2007
Accepted Paper Series
Technische Universität München (TUM), Technische Universität München (TUM) and Technische Universität München (TUM)
Downloads 826
33.

Know Yourself and Know Your Enemy: An Analysis of Firm Recommendations and Consumer Reviews in a Competitive Environment

Jabr, Wael and Eric Zheng. "Know Yourself and Know Your Enemy: An Analysis of Firm Recommendations and Consumer Reviews in a Competitive Environment". MIS Quarterly. Accepted July 2013.
Number of pages: 47 Posted: 30 Jul 2013
Accepted Paper Series
Georgia State University and University of Texas at Dallas
Downloads 823
34.

Tools for Innovation Management: A Comparison of Lean Startup and the Stage Gate System

Number of pages: 10 Posted: 06 Dec 2014
Working Paper Series
Rowan University, Rowan University and Fayetteville State University
Downloads 822
35.

Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan

Information Management and Business Review, Vol. 4, No. 3, pp. 159-167, Apr 2012
Number of pages: 9 Posted: 16 Aug 2012
Accepted Paper Series
affiliation not provided to SSRN, affiliation not provided to SSRN, affiliation not provided to SSRN, University of Waikato and affiliation not provided to SSRN
Downloads 819
36.

Factors Effecting Consumer Preferences in Airline Industry

Far East Journal of Psychology and Business, 7(1), 63 - 79, April 2012
Number of pages: 10 Posted: 24 Sep 2012
Accepted Paper Series
IQRA University, Iqra University, IQRA University, Iqra University and affiliation not provided to SSRN
Downloads 796
37.

Incentives and Service Quality in the Restaurant Industry: The Tipping - Service Puzzle

Applied Economics, Forthcoming
Number of pages: 28 Posted: 24 Nov 2006
Accepted Paper Series
Ben-Gurion University of the Negev - Guilford Glazer Faculty of Business and Management
Downloads 786
38.

Online Tools for Demonstration of Backtest Overfitting

Number of pages: 13 Posted: 23 Apr 2015 Last Revised: 01 Dec 2015
Working Paper Series
Lawrence Berkeley National Laboratory, University of Newcastle (Australia), University of Technology Sydney, Australia, Cornell University - Operations Research & Industrial Engineering and Western Michigan University
Downloads 778
39.

The Process of New Service Development: Issues of Formilization and Appropriability

ERIM Report Series Reference No. ERS-2004-051-ORG
Number of pages: 23 Posted: 27 Sep 2004
Working Paper Series
University of Groningen School of Economics and Business
Downloads 727
40.

Perceived Service Quality in Restaurant Services: Evidence from Mauritius

International Journal of Management and Marketing Research, Vol. 5, No. 3, pp.1-14 (2012)
Number of pages: 14 Posted: 28 Jan 2013
Accepted Paper Series
University of Technology, Mauritius (UTM)
Downloads 724
41.

Relationship between Service Quality and Customer Satisfaction in Organized Retail Outlets

Developing Country Studies, 3(1): 84-95, 2013
Number of pages: 13 Posted: 09 Apr 2013
Accepted Paper Series
Kurukshetra University Post Graduate Regional Centre
Downloads 719
42.

Warehouse Real-Time Simulator – How to Optimize Order Picking Time

Number of pages: 18 Posted: 18 Nov 2013
Working Paper Series
Uniwersytet Ekonomiczny we Wroc?awiu
Downloads 715
43.

Customer Retention in Fast Food Industry

Indus Journal of Management Sciences, Volume 1, Issue 1, 2013
Number of pages: 7 Posted: 10 Jul 2014
Accepted Paper Series
Indus University, RTS (Research, Trainings, and Solutions) and IQRA University
Downloads 708
45.

What Drives the Choice of Third Party Logistics Provider?

Number of pages: 40 Posted: 05 Oct 2008
Working Paper Series
University of Sydney Business School, University of Wollongong - Faculty of Business (BUS), University of Leeds - Leeds University Business School (LUBS) and University of Canberra - Faculty of Business, Government and Law
Downloads 669
46.

Measuring Service Quality: Perceptions of Employees

Global Journal of Business Research, Vol. 4, No. 1, pp. 47-58, 2010
Number of pages: 12 Posted: 01 Jul 2010
Accepted Paper Series
University of Technology, Mauritius (UTM), University of Technology, Mauritius (UTM) and University of Technology, Mauritius (UTM)
Downloads 665
47.

USAA: Organizing for Innovation and Superior Customer Service

MIT Sloan Research Paper No. 4937-11
Number of pages: 23 Posted: 10 Jan 2012
Working Paper Series
Massachusetts Institute of Technology (MIT) - Center for Information Systems Research (CISR), University of Texas at Austin and affiliation not provided to SSRN
Downloads 656
48.

Monte Carlo Methods for Pricing Discrete Parisian Options

European Journal of Finance, Vol. 17, Issue 3, 2011
Number of pages: 40 Posted: 11 Jul 2009 Last Revised: 24 Jan 2012
Accepted Paper Series
Grenoble Ecole de Management and Wilfrid Laurier University - School of Business & Economics
Downloads 623
49.

FACTORES DETERMINANTES DE LA CALIDAD DEL SERVICIO DE UNA CAFETERÍA EN EL CAMPUS DE UNA UNIVERSIDAD PÚBLICA (Service Quality Measurement in Public University Cafeterias)

Revista Internacional Administración & Finanzas, v. 6 (1) p. 109-118,
Number of pages: 10 Posted: 28 Jan 2013 Last Revised: 15 Mar 2016
Accepted Paper Series
Universidad Autónoma de Baja California (UABC), Universidad Autónoma de Baja California (UABC) and Universidad Autónoma de Baja California (UABC)
Downloads 618
50.

Service Quality and Customer Satisfaction of the Beauty-Care Service Industry in Dhaka: A Study on High-End Women’s Parlors

Journal of Business in Developing Nations, Vol. 12, p. 33, 2010-2011
Number of pages: 27 Posted: 26 Nov 2012
Accepted Paper Series
Eastern University and Eastern University
Downloads 610