메뉴 건너뛰기




Volumn 4, Issue 6, 2008, Pages 730-744

The level of service quality in the mobile telephony sector: The case of Mauritius

Author keywords

[No Author keywords available]

Indexed keywords


EID: 45749121512     PISSN: 17442370     EISSN: 17442389     Source Type: Journal    
DOI: 10.1504/IJSOM.2008.018724     Document Type: Article
Times cited : (12)

References (47)
  • 1
    • 39149144122 scopus 로고    scopus 로고
    • Service quality and business ethics
    • Babbar, S. (2005) 'Service quality and business ethics', Int. J. Services and Operations Management, Vol. 1, No. 3, pp.203-219.
    • (2005) Int. J. Services and Operations Management , vol.1 , Issue.3 , pp. 203-219
    • Babbar, S.1
  • 2
    • 33746796961 scopus 로고
    • An empirical assessment of the SERVQUAL-scale
    • Babkus, E. and Boller, G.W. (1992) 'An empirical assessment of the SERVQUAL-scale', Journal of Business Research, Vol. 24, pp.253-268.
    • (1992) Journal of Business Research , vol.24 , pp. 253-268
    • Babkus, E.1    Boller, G.W.2
  • 4
    • 3543138396 scopus 로고
    • Quality counts in services too
    • May-June
    • Berry, L., Zeithaml, V. and Parasuraman, A. (1985) 'Quality counts in services too', Business Horizons, May-June, Vol. 28, No. 3, pp.44-52.
    • (1985) Business Horizons , vol.28 , Issue.3 , pp. 44-52
    • Berry, L.1    Zeithaml, V.2    Parasuraman, A.3
  • 6
    • 45749140349 scopus 로고    scopus 로고
    • Bitner, M.J. and Hubbert, A.R. (1994) 'Encounter satisfaction versus overall satisfaction versus quality', in R. Rust and R. Oliver (Eds.) Service Quality: New Directions in Theory and Practice, London: Sage Publications, Inc., pp.72-94.
    • Bitner, M.J. and Hubbert, A.R. (1994) 'Encounter satisfaction versus overall satisfaction versus quality', in R. Rust and R. Oliver (Eds.) Service Quality: New Directions in Theory and Practice, London: Sage Publications, Inc., pp.72-94.
  • 7
    • 84904412771 scopus 로고
    • The internal/external framework and service quality: Toward theory in services marketing
    • February, pp
    • Brown, S.W. and Bond, III, E.U. (1995) 'The internal/external framework and service quality: Toward theory in services marketing', Journal of Marketing Management, February, pp.25-39.
    • (1995) Journal of Marketing Management , pp. 25-39
    • Brown, S.W.1    Bond III, E.U.2
  • 8
    • 84986180485 scopus 로고    scopus 로고
    • Service improvements in public services using SERVQUAL
    • Brysland, A. and Curry, A.C. (2001) 'Service improvements in public services using SERVQUAL', Managing Service Quality, Vol. 11, No. 6, pp.389-401.
    • (2001) Managing Service Quality , vol.11 , Issue.6 , pp. 389-401
    • Brysland, A.1    Curry, A.C.2
  • 9
    • 84895705826 scopus 로고    scopus 로고
    • Bureau of African Affairs , Mauritius, accessed 20 July 2007
    • Bureau of African Affairs (2007) 'Background note: Mauritius', www.state.gov (accessed 20 July 2007).
    • (2007) Background note
  • 10
    • 85036372776 scopus 로고    scopus 로고
    • SERVQUAL: Review, critique, research agenda
    • Buttle, F. (1996) 'SERVQUAL: Review, critique, research agenda', European Journal of Marketing, Vol. 30, No. 1, pp.8-33.
    • (1996) European Journal of Marketing , vol.30 , Issue.1 , pp. 8-33
    • Buttle, F.1
  • 11
    • 0002596497 scopus 로고
    • Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions
    • Carman, J.M. (1990) 'Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions', Journal of Retailing, Vol. 66, No. 1, pp.33-55.
    • (1990) Journal of Retailing , vol.66 , Issue.1 , pp. 33-55
    • Carman, J.M.1
  • 12
    • 33646368869 scopus 로고    scopus 로고
    • Managing service quality by combining voice of the service provider and voice of their customers
    • Chow-Chua, C. and Komaran, R. (2002) 'Managing service quality by combining voice of the service provider and voice of their customers', Managing Service Quality, Vol. 12, No. 2, pp.77-86.
    • (2002) Managing Service Quality , vol.12 , Issue.2 , pp. 77-86
    • Chow-Chua, C.1    Komaran, R.2
  • 13
    • 0002381637 scopus 로고
    • Measuring service quality: A re-examination and extension
    • July, pp
    • Cronin, J.J. and Taylor, S.A. (1992) 'Measuring service quality: A re-examination and extension', Journal of Marketing, Vol. 56, July, pp.55-68.
    • (1992) Journal of Marketing , vol.56 , pp. 55-68
    • Cronin, J.J.1    Taylor, S.A.2
  • 14
    • 0007744069 scopus 로고
    • SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions minus expectations measurement of service quality
    • Cronin, J.J. and Taylor, S.A. (1994) 'SERVPERF versus SERVQUAL: reconciling performance-based and perceptions minus expectations measurement of service quality', Journal of Marketing, Vol. 58, No. 1, pp.125-131.
    • (1994) Journal of Marketing , vol.58 , Issue.1 , pp. 125-131
    • Cronin, J.J.1    Taylor, S.A.2
  • 15
    • 0030527488 scopus 로고    scopus 로고
    • A measure of service quality for retail stores: Scale development and validation
    • Dalbhokar, P.A., Thorpe, D.I. and Rentz, J.O. (1996) 'A measure of service quality for retail stores: Scale development and validation', Journal of the Academy of Marketing Science, Vol. 24, No. 1, pp.3-16.
    • (1996) Journal of the Academy of Marketing Science , vol.24 , Issue.1 , pp. 3-16
    • Dalbhokar, P.A.1    Thorpe, D.I.2    Rentz, J.O.3
  • 16
    • 84986160818 scopus 로고    scopus 로고
    • Service quality: A fulfilment-oriented and interactions-centred approach
    • Dedeke, A. (2003) 'Service quality: A fulfilment-oriented and interactions-centred approach', Managing Service Quality, Vol. 13, No. 4, pp.276-289.
    • (2003) Managing Service Quality , vol.13 , Issue.4 , pp. 276-289
    • Dedeke, A.1
  • 19
    • 19644380741 scopus 로고    scopus 로고
    • Service quality: Beyond cognitive assessment
    • Edvardsson, B. (2005) 'Service quality: Beyond cognitive assessment', Managing Service Quality, Vol. 15, No. 2, pp.127-131.
    • (2005) Managing Service Quality , vol.15 , Issue.2 , pp. 127-131
    • Edvardsson, B.1
  • 20
    • 0012336726 scopus 로고
    • Customer service: Evolution and revolution
    • May, pp
    • Farber, B. and Wycoff, J. (1991) 'Customer service: Evolution and revolution', Sales and Marketing Management, May, pp.44-47.
    • (1991) Sales and Marketing Management , pp. 44-47
    • Farber, B.1    Wycoff, J.2
  • 21
    • 84948475355 scopus 로고
    • Customer expectations and perceptions of service quality in apparel retailing
    • Gagliano, K.B. and Hatchcote, J. (1994) 'Customer expectations and perceptions of service quality in apparel retailing', Journal of Services Marketing, Vol. 8, No. 1, pp.60-69.
    • (1994) Journal of Services Marketing , vol.8 , Issue.1 , pp. 60-69
    • Gagliano, K.B.1    Hatchcote, J.2
  • 23
    • 0003820968 scopus 로고
    • Strategic management and marketing in the service sector
    • Report No. 83-104, Swedish School of Economics and Business Administration, Helsingfors
    • Grönroos, C. (1983) 'Strategic management and marketing in the service sector', Report No. 83-104, Swedish School of Economics and Business Administration, Helsingfors.
    • (1983)
    • Grönroos, C.1
  • 25
    • 33744485248 scopus 로고    scopus 로고
    • A quality function deployment approach to internal benchmarking of critical success factors of strategic quality management
    • Karrupusami, G., Gandhinathan, R. and Ventaka Rao, R. (2006) 'A quality function deployment approach to internal benchmarking of critical success factors of strategic quality management', Int. J. Services and Operations Management, Vol. 2, No. 2, pp.178-201.
    • (2006) Int. J. Services and Operations Management , vol.2 , Issue.2 , pp. 178-201
    • Karrupusami, G.1    Gandhinathan, R.2    Ventaka Rao, R.3
  • 26
    • 39149136647 scopus 로고    scopus 로고
    • Perceived service quality management and loyalty in public versus private banks operations: Some empirical evidence
    • Kontouvalas, D.K., Siomkos, G.J. and Mylonakis, J. (2005) 'Perceived service quality management and loyalty in public versus private banks operations: Some empirical evidence', Int. J. Service and Operations Management, Vol. 1, No. 2, pp.101-122.
    • (2005) Int. J. Service and Operations Management , vol.1 , Issue.2 , pp. 101-122
    • Kontouvalas, D.K.1    Siomkos, G.J.2    Mylonakis, J.3
  • 27
    • 33947110887 scopus 로고    scopus 로고
    • An empirical assessment and application of SERVQUAL in mainland China's mobile communications industry'
    • Lai, F., Hutchinson, J., Li, D. and Bai, C. (2007) 'An empirical assessment and application of SERVQUAL in mainland China's mobile communications industry', International Journal of Quality & Reliability Management, Vol. 24, No. 3, pp.244-262.
    • (2007) International Journal of Quality & Reliability Management , vol.24 , Issue.3 , pp. 244-262
    • Lai, F.1    Hutchinson, J.2    Li, D.3    Bai, C.4
  • 28
    • 0000943276 scopus 로고
    • Two approaches to service quality dimensions
    • July, pp
    • Lehtinen, U. and Lehtinen, J.R. (1991) 'Two approaches to service quality dimensions', The Service Industries Journal, Vol. 11, July, pp.287-303.
    • (1991) The Service Industries Journal , vol.11 , pp. 287-303
    • Lehtinen, U.1    Lehtinen, J.R.2
  • 29
    • 0001560803 scopus 로고
    • Service quality: The front-stage perspective vs the backstage perspective
    • Mangold, G.W. and Babakus, E. (1991) 'Service quality: The front-stage perspective vs the backstage perspective', Journal of Services Marketing, Vol. 5, No. 4, pp.59-70.
    • (1991) Journal of Services Marketing , vol.5 , Issue.4 , pp. 59-70
    • Mangold, G.W.1    Babakus, E.2
  • 32
    • 0001261094 scopus 로고
    • Refinement and reassessment of the SERVQUAL scale
    • Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991) 'Refinement and reassessment of the SERVQUAL scale', Journal of Retailing, Vol. 67, No. 4, pp.420-450.
    • (1991) Journal of Retailing , vol.67 , Issue.4 , pp. 420-450
    • Parasuraman, A.1    Berry, L.L.2    Zeithaml, V.A.3
  • 33
    • 58149206846 scopus 로고
    • More on improving service quality measurement
    • Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1993) 'More on improving service quality measurement', Journal of Retailing, Vol. 69, No. 1, pp. 140-147.
    • (1993) Journal of Retailing , vol.69 , Issue.1 , pp. 140-147
    • Parasuraman, A.1    Berry, L.L.2    Zeithaml, V.A.3
  • 34
    • 0002408510 scopus 로고
    • A conceptual model for service quality and its implications for future research
    • Fall, pp
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985) 'A conceptual model for service quality and its implications for future research', Journal of Marketing, Vol. 49, Fall, pp.41-50.
    • (1985) Journal of Marketing , vol.49 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 35
    • 0001312089 scopus 로고
    • SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988) 'SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality', Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
    • (1988) Journal of Retailing , vol.64 , Issue.1 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 36
    • 0000977997 scopus 로고
    • Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994a) 'Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria', Journal of Retailing, Vol. 70, No. 3, pp.201-230.
    • (1994) Journal of Retailing , vol.70 , Issue.3 , pp. 201-230
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 37
    • 3242660262 scopus 로고
    • Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research
    • January, pp
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994b) 'Reassessment of expectations as a comparison standard in measuring service quality: implications for future research', Journal of Marketing, Vol. 58, January, pp.111-124.
    • (1994) Journal of Marketing , vol.58 , pp. 111-124
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 38
    • 0026227716 scopus 로고
    • The service-driven service company
    • September-October, pp
    • Schlesinger, L. and Heskett, J. (1991) 'The service-driven service company', Harvard Business Review, Vol. 69, September-October, pp.71-81.
    • (1991) Harvard Business Review , vol.69 , pp. 71-81
    • Schlesinger, L.1    Heskett, J.2
  • 39
    • 33744812160 scopus 로고    scopus 로고
    • New aspects of research into service encounters and service quality
    • Svensson, G. (2006) 'New aspects of research into service encounters and service quality', International Journal of Service Industry Management, Vol. 17, No. 3, pp.245-257.
    • (2006) International Journal of Service Industry Management , vol.17 , Issue.3 , pp. 245-257
    • Svensson, G.1
  • 40
    • 84986037827 scopus 로고    scopus 로고
    • Interactive selling: A dynamic framework for services
    • Tam, J.L.M. and Wong, Y.H. (2001) 'Interactive selling: A dynamic framework for services', Journal of Services Marketing, Vol. 15, No. 5, pp.379-396.
    • (2001) Journal of Services Marketing , vol.15 , Issue.5 , pp. 379-396
    • Tam, J.L.M.1    Wong, Y.H.2
  • 41
    • 0002501182 scopus 로고
    • Customer intimacy and other value disciplines
    • January-February
    • Treacy, M. and Wiersema, F. (1993) 'Customer intimacy and other value disciplines', Harvard Business Review, January-February, Vol. 71, No. 1, pp.84-93.
    • (1993) Harvard Business Review , vol.71 , Issue.1 , pp. 84-93
    • Treacy, M.1    Wiersema, F.2
  • 42
    • 34147179001 scopus 로고    scopus 로고
    • UNCTAD , e-business database
    • UNCTAD (2005) Information Economy Report, e-business database.
    • (2005) Information Economy Report
  • 43
    • 84986078517 scopus 로고    scopus 로고
    • Service quality in a cellular telecommunications company: A South African experience
    • Van de Wal, R.W.E., Pampallis, C. and Bond, C. (2002) 'Service quality in a cellular telecommunications company: A South African experience', Managing Service Quality, Vol. 12, No. 5, pp.323-335.
    • (2002) Managing Service Quality , vol.12 , Issue.5 , pp. 323-335
    • Van de Wal, R.W.E.1    Pampallis, C.2    Bond, C.3
  • 44
    • 10044275516 scopus 로고    scopus 로고
    • An integrated framework for service quality, customer value, satisfaction: Evidence from China's communication industry'
    • Wang, Y., Lo, H. and Yang, Y. (2004) 'An integrated framework for service quality, customer value, satisfaction: Evidence from China's communication industry', Information System Frontiers, Vol. 6, No. 1, pp.325-340.
    • (2004) Information System Frontiers , vol.6 , Issue.1 , pp. 325-340
    • Wang, Y.1    Lo, H.2    Yang, Y.3
  • 47
    • 0036521997 scopus 로고    scopus 로고
    • An empirical assessment and application of SERVQUAL in a mainland Chinese department store
    • Zhao, X., Bai, C. and Hui, Y.V. (2002) 'An empirical assessment and application of SERVQUAL in a mainland Chinese department store', Total Quality Management, Vol. 13, No. 2, pp.241-254.
    • (2002) Total Quality Management , vol.13 , Issue.2 , pp. 241-254
    • Zhao, X.1    Bai, C.2    Hui, Y.V.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.