International Journal of Services, Economics and Management (IJSEM)

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


Pages Title and author(s)
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