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Vol. 1

International Journal of Services, Economics and Management

2011 Vol. 3 No. 1

Special Issue on Service Quality Management and Developing and Newly Industrialised Nations

Guest Editors: Dr. Keng-Boon Ooi and Dr. Alain Yee-Loong Chong

 

Editorial
PagesTitle and authors
3-20Investigating the link between service quality, value, satisfaction and behavioural intentions in a public sector bank in India
Rajat Gera
DOI: 10.1504/IJSEM.2011.037175

21-35The influence of TQM practices on supply chain collaboration: a proposed model for the service industry
Nathan Darmawan, Jia Jia Sim, Veeri Arumugam, Kim-Wai Chow
DOI: 10.1504/IJSEM.2011.037176

36-61Relationship between service gap and perception for mapping of quality attributes into four service quality factors
Mal-Kong Sia
DOI: 10.1504/IJSEM.2011.037177

62-77The impact of TQM practices on learning organisation and customer orientation: a survey of small service organisations in Malaysia
Yueh-Sin Ang, Voon-Hsien Lee, Boon-In Tan, Alain Yee-Loong Chong
DOI: 10.1504/IJSEM.2011.037178

78-91TQM and service quality: a survey of commercial banking industry in Malaysia
Wen-Yi Sit, Keng-Boon Ooi, Siew-Phaik Loke, Garry Tan Wei Han
DOI: 10.1504/IJSEM.2011.037179

92-103Introducing iterative model into quality management with focus on emerging markets
Jasna Tusek
DOI: 10.1504/IJSEM.2011.037180

104-121Challenges facing higher education as a service industry in a developing country
Nirwan Idrus
DOI: 10.1504/IJSEM.2011.037181

122-133Student perceptions of service quality in the school of accounting: a case analysis of a private university in Malaysia
Chee-Hoong Lam, Felix Chee-Yew Ng, Peter Sin-Howe Tan, King-Tak Yew
DOI: 10.1504/IJSEM.2011.037182