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Service Management eJournal

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Viewing: 1 - 50 of 873 papers

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
Sabanci Business School, Sabanci University, Türk Telekom Veri Ambar? ve Is Zekas? Grup Müdürlügü, Marmara University and Sabanci University
Downloads 5,192
2.

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
affiliation not provided to SSRN and Oman College of Management and Technology
Downloads 4,739
3.

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 4,654
4.

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
Zangador
Downloads 3,844
5.

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 3,665
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 2,885
7.

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 2,756
8.

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 2,588
9.

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 2,175
10.

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 2,013
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 1,813
12.

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, University of Chile and SCOPIX
Downloads 1,575
13.

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 Slippery Rock University - Department of Management and Marketing
Downloads 1,555
14.

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 1,472
15.

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 1,463
16.

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 1,458
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 1,348
18.

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 1,325
19.

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 1,308
20.

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 1,205
21.

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 1,168
22.

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 1,157
23.

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 1,130
24.

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 1,095
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 1,089
26.

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 1,067
27.

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 1,060
28.

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 1,050
29.

Data-Driven Consumer Debt Collection via Machine Learning and Approximate Dynamic Programming

Number of pages: 32 Posted: 09 Oct 2018 Last Revised: 15 Oct 2018
Working Paper Series
VU University Amsterdam - Faculty of Science - Department of Mathematics, University of Amsterdam Business School and Vrije Universiteit Amsterdam, School of Business and Economics
Downloads 1,048
30.

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 1,023
31.

Service Quality, Competition and Poverty: An Analysis of African Mobile Money Agents

Number of pages: 36 Posted: 13 Jan 2015 Last Revised: 19 May 2020
Working Paper Series
Howard University School of Business, University of Colorado at Boulder - Leeds School of Business and University of Colorado at Boulder - Leeds School of Business
Downloads 1,013
32.

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 977
33.

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 942
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 941
35.

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 906
36.

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
Pennsylvania State University and University of Texas at Dallas
Downloads 903
37.

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 900
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 (UTS), Cornell University - Operations Research & Industrial Engineering and Western Michigan University
Downloads 889
39.

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 869
40.

Customer Satisfaction and Brand Loyalty in the Hotel Industry

International Journal of Management Sciences and Business Research, Vol. 4, September 2015
Number of pages: 13 Posted: 28 Feb 2016
Accepted Paper Series
Higher Institute of Business Administration (HIBA)
Downloads 854
41.

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 853
42.

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 807
43.

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 796
44.

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 785
45.

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 773
46.

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 758
48.

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

Number of pages: 23 Posted: 27 Sep 2004
Working Paper Series
University of Groningen School of Economics and Business
Downloads 729
49.

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 721
50.

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 706