Managing service quality by combining voice of the service provider and voice of their customers

By Chow-Chua Clare   Komaran Raj  

Managing Service Quality, Vol. 12, Iss. 2, 2002-04 ,pp. : 77-86

Emerald Group Publishing Ltd

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Perceived service quality: Analyzing relationships among employees, customers, and financial performance

By Yoo Dong Kyoon   Park Jeong Ah  

International Journal of Quality & Reliability Management, Vol. 24, Iss. 9, 2007-10 ,pp. : 908-926

Emerald Group Publishing Ltd

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What makes service employees and customers smile: Antecedents and consequences of the employees' affective delivery in the service encounter

By Lin Jiun-Sheng Chris   Lin Cheng-Yu  

Journal of Service Management, Vol. 22, Iss. 2, 2011-04 ,pp. : 183-201

Emerald Group Publishing Ltd

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Service quality in a public agency: same expectations but different perceptions by employees, managers, and customers

By Gowan M.   Seymour  

Journal of Quality Management, Vol. 6, Iss. 2, 2001-03 ,pp. : 275-291

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Service environment, provider mood, and provider-customer interaction

By Fowler Kendra   Bridges Eileen  

Managing Service Quality, Vol. 22, Iss. 2, 2012-03 ,pp. : 165-183

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