Technology advancements for service marketing and quality improvement: Multi-firm case study

Services Marketing Quarterly

Volumn 27, Issue 4, 2006, Pages 99-113

  Smith, Alan D ^a  

^a ROBERT MORRIS UNIVERSITY   (United States)

Author keywords

Automatic identification; Case study; Electronic fraud; Employee empowerment; Information technology; Service quality; Service strategy

Indexed keywords

EID: 33746819771     PISSN: 15332969     EISSN: 15332977     Source Type: Journal    
DOI: 10.1300/J396v27n04_06     Document Type: Article

References (8)

1. Babakus, Emin, Yavas, Ugur, Karatepe, Osman M., and Avci, Turgav. (2003, Summer). "The effect of management commitment to service quality on employees' affective and performance outcomes." Academy of Marketing Science Journal, 31(3): 272-187.
2. Fales, James F. (1990, September). "Automatic identification: Who cares about data collection?" Industrial Engineering, (10): 16-17.
3. Folz, David H. (2004, March/April). "Service quality and benchmarking the performance of municipal services." Public Administration Review, 64(2): 209-221.
4. Heizer, Jay and Render, Barry. (2001). Principles of Operations Management. 4th E., Saddle Hills, NJ: Prentice Hall, 2001.
5. Manna, Dean R. and Smith, Alan D. (2003, March). "Measuring the theoretical paradigm shift from marketing mix to relational marketing." International Business and Economics Research Journal, 2(11): 1-8.
6. Smith, Alan D. and Manna, Dean R. (2004, March). "Workplace e-mail and Internet privacy policies: A multi-firm analysis." Oil, Gas and Energy Quarterly, 52(3): 605-626.
7. Smith, Alan D., Rota, Daniel R., and Turchek, John C. (2003). "Combining automatic data capture systems: Smart cards and biometrics." Journal of Contemporary Business, 11(2): 26-36.
8. Smith, Alan D. and Rupp, William T. (2003, March). "Information management lever-aging in the case of e-folios: Mass customization approaches in an e-commerce environment." Services Marketing Quarterly, 25(1): 47-74.