Bibliografias temáticas / Service quality

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Literatura científica selecionada sobre o tema "Service quality"

Autor: Grafiati

Publicado: 4 de junho de 2021

Última modificação: 10 de março de 2023

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Artigos de revistas sobre o assunto "Service quality"

Akkucuk, Ulas, e Behcet Teuman. "Assessing service quality in online banking services". Problems and Perspectives in Management 14, n.º 2 (6 de junho de 2016): 183–91. http://dx.doi.org/10.21511/ppm.14(2-1).2016.07.

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Service quality and the effective measurement of service quality on the Internet have been drawing much attention lately with the increasing use of the World Wide Web. Researchers and managers focus on the construction of scales to measure electronic service quality, which assess customer satisfaction and loyalty as an ultimate goal. E-S-Qual is the most recently developed and popular e-service quality measurement technique on which there are quite a number of research studies. In this study, existing literature on service quality scales and the E-S-Qual scale is reviewed. A modified scale is also proposed suitable for the online banking sector

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Raval, Tulsi. "A Perspective on Service Quality and Closing Service Quality Gaps". Paripex - Indian Journal Of Research 3, n.º 8 (15 de janeiro de 2012): 83–85. http://dx.doi.org/10.15373/22501991/august2014/25.

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Desai, Swati Bhavik. "Service Quality Servqual". Journal of Advances and Scholarly Researches in Allied Education 15, n.º 6 (5 de julho de 2018): 169–73. http://dx.doi.org/10.29070/15/57744.

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Yadav, Ambar, e Arti Singh. "Quality of Service in Real Time Services in Wireless Systems". International Journal of Engineering Research 3, n.º 5 (1 de maio de 2014): 360–64. http://dx.doi.org/10.17950/ijer/v3s5/517.

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Dr.P.BABY, Dr P. BABY. "Passengers’ Expectation on Service Quality Dimensions in Domestic Airline Services". Global Journal For Research Analysis 3, n.º 6 (15 de junho de 2012): 1–3. http://dx.doi.org/10.15373/22778160/june2014/80.

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Ilhaamie, A. G. A. "Service Quality in Malaysian Public Service: Some Findings". International Journal of Trade, Economics and Finance 1, n.º 1 (2010): 40–45. http://dx.doi.org/10.7763/ijtef.2010.v1.8.

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Jayasuriya, Rohan. "Measuring service quality in IT services: Using service encounters to elicit quality dimensions". Services Marketing Quarterly 18, n.º 1 (1998): 11–23. http://dx.doi.org/10.1080/15332969.1998.9985334.

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Chaudhary, Kuldeep. "Service Quality Expectation and Perception in Life Insurance Services: A Marketer’s Viewpoint". Journal of Advances and Scholarly Researches in Allied Education 15, n.º 4 (1 de junho de 2018): 193–99. http://dx.doi.org/10.29070/15/57413.

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Hasan, Mahamudul, e Md Zakir Hosen. "University Service Quality". International Journal of Asian Education 1, n.º 3 (1 de dezembro de 2020): 135–46. http://dx.doi.org/10.46966/ijae.v1i3.46.

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The present study explores the effect on student satisfaction and student loyalty of higher education service quality dimensions. Ensuring quality improvement and implementation of strategies for the tertiary education sector has become critical. Moreover, the study also tests the mediating impact of university reputation and external prestige between university service quality and satisfaction and loyalty. Data has collected through a structured questionnaire from a sample of 390 graduate and undergraduate students of two public universities in Bangladesh. The study reflects that the performance on service quality dimensions of selected public universities is not satisfactory. The study results have shown that Teaching, Support services, Library and lab facilities, and internationalization significantly influence student satisfaction except for Administrative service and Hostel facilities. Teaching, Administrative Services, Library and lab facilities, and internationalization significantly influence student Loyalty. The mediating analysis has shown that student satisfaction partially mediates between service quality and student loyalty. The study results have also indicated that university reputation and external prestige partially mediate between service quality and student satisfaction and loyalty. The previous studies which measure service quality of Bangladeshi higher educational institutions have applied the SERVQUAL model, which is not suitable for an educational institution. However, this study has applied a higher education service quality model uniquely developed to measure higher educational institutions' service quality.

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Данилина, Елена, Elena Danilina, Екатерина Яковлева, Ekaterina Yakovleva, Татьяна Бутова, Tatyana Butova, Алексей Белобородов e Aleksey Beloborodov. "Service and quality of medical services". Services in Russia and abroad 8, n.º 8 (15 de dezembro de 2014): 3–12. http://dx.doi.org/10.12737/8242.

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The article defines the scientific and terminological problems of researching services in the field of services, the basic problems of the evaluation of services in health care organizations. On the basis of a systematic approach to the category of quality of medical services the article investigates patient satisfaction with the perceived quality of service, shows the role of consumer expectations in the evaluation of the perceived quality of services and finds that the requirements for the service in medical institutions are underestimated. On the basis of studies the authors identify behaviors of consumers of budgetary medical services organizations, develop a model of consumer activities, which differs from the existing ones that along with the economic component the model is complemented with communication components. The approbation of the authors´ model for health care services shows a characteristic pattern of consumer activity of budgetary organizations. The article highlights the factors of subjective judgment of health care consumers in assessing perceived quality. Based on the study of patient satisfaction the authors develop a hierarchical model of the perceived quality of health services, as well as the place of services defined in the model.

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Teses / dissertações sobre o assunto "Service quality"

Sheppard, Lorraine. "Service quality in professional health services /". Title page, contents and abstract only, 1998. http://web4.library.adelaide.edu.au/theses/09PH/09phs5495.pdf.

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Thesis (Ph. D.)--University of Adelaide, Graduate School of Management, 1999.
Includes one computer disk in Work 6 format. System requirements for accompanying computer disk: Mackintosh or IBM-compatible computer. Other requirments: Microsoft Word 6 or compatible Word Processor. Includes bibliographical references (leaves 241-270).

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van, Ree H. J. "Service quality indicators for business support services". Thesis, University College London (University of London), 2010. http://discovery.ucl.ac.uk/19902/.

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Quality is critical to corporate success as it plays a vital role in improving organisational productivity. It can be defined as ‘the totality of inherent characteristics of a product or service that bear on its ability to increase the demand for that product or service at a fixed price’ and can best be measured by capturing customer perceptions of the performance of those characteristics. Customising the SERVPERF methodology to measure service quality in a business-to-business context and subsequently testing it on both customers and suppliers of cleaning, catering and security services, the research led to a number of important and valuable insights concerning the service quality construct in a business-to-business environment. First, service quality in relation to cleaning, catering and security services consists of nine clear dimensions: reliability, clout, reputation, awareness, competitiveness, collaboration, accessibility, competence and assurance. The nine-dimensional construct identified shows high reliability and good validity in statistical terms. Furthermore, eight of the nine service quality dimensions are strongly or moderately yet significantly related to customer perceived service quality and customer satisfaction - clout being the exception. The same eight dimensions are significantly, but moderately related to purchase intention - suggesting that that there might be other constructs important in making a purchase decision (e.g. the costs of service delivery). Third, relating the nine service quality dimensions to the financial performance of supplier organisations, it was identified that six of the nine dimensions have significant relationships with one or more of the ten financial performance measures investigated - reliability, accessibility and competence being the exceptions. Finally, it was identified that customer organisations have significantly lower perceptions of the service quality they receive than do supplier organisations for competitiveness, collaboration, accessibility and competence. Moreover, customer perceived performance is significantly lower than customer perceived importance for eight of the nine service quality dimensions. For customer organisations, the empirical findings can be used to develop a framework of Service Quality Indicators, which can be used for monitoring and benchmarking service quality perception. For supplier organisations, the findings can be used for resource-allocation decisions pertaining to improve service quality, customer satisfaction and ultimately purchase intentions. It should be noted that the research is exploratory in nature and has only begun to address the many issues that are important in the management of business support services, but the questions addressed - what quality dimensions are important for customer satisfaction and what quality dimensions are important for supplier performance - are arguably among the most important in service quality management.

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Bell, Louise. "Developing service quality and auditing in health services". Thesis, University of Kent, 1999. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.310272.

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Ahmed, Zeeshan. "Quality of service in Wimax for multimedia services". Nantes, 2013. http://www.theses.fr/2013NANT2029.

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Le standard IEEE 802. 16 est une importante technologie d’accès haut débit sans fil. Il prend en charge de nombreuses applications avec des besoins de qualité de service (QoS) très différents demandant des mécanismes efficaces et une bonne architecture de QoS. Toutefois, certains détails algorithmiques tels que l’ordonnancement et les mécanismes de contrôle d’admission (CAC) restent libres. Nous proposons un algorithme à deux niveaux (TLSA) pour l’ordonnancement des paquets en voie montante. Au premier niveau, un algorithme d’ordonnancement inter-classe distribue la bande passante entre les différentes classes de trafic en fonction de leurs besoins en QoS et des ressources disponibles. Cet ordonnancement utilise le niveau de priorité des classes de service en évitant la famine des flux de faible priorité. Au second niveau et pour chaque classe de service, des algorithmes spécifiques distribuent la bande passante entre les connexions appartenant à cette classe. Ces algorithmes s’assurent qu’au moins le niveau de service garanti est fourni à chaque connexion et que l’allocation de bande passante est équitable. Nous proposons également un schéma de CAC qui facilite les opérations de notre algorithme d’ordonnancement. Nous avons développé un cadre de transmission vidéo (VTF) basé sur le TLSA permettant de transmettre des flux vidéo H. 264 sur des réseaux 802. 16. L’implémentation des algorithmes a été réalisée sur QualNet et une évaluation de performances a été réalisée. Les résultats de simulation valident l’efficacité et l’équité des algorithmes proposés. Par ailleurs, les résultats révèlent que VTF peut transmettre efficacement les flux vidéo
The IEEE 802. 16 standard is an important broadband wireless access technology. It supports variety of applications with different, often conflicting, QoS needs. Therefore, effective QoS mechanisms are important in 802. 16 networks. The standard incorporates a QoS architecture that specifies various QoS components and their functions. However, it does not specify the algorithmic details of some important components, such as packet schedulers and connection admission control (CAC). In this dissertation, we provide a two-level scheduling algorithm (TLSA) for uplink packet scheduling. At the first level, an inter-class scheduling algorithm distributes bandwidth among various classes of traffic according to their QoS needs and available resources. The inter-class scheduling algorithm enforces service class priority order and prevents starvation of lower priority flows. Then at the second level, various class-specific algorithms distribute bandwidth among connections of the associated class. The class-specific algorithms make sure that at least the guaranteed service level is provided to each connection and the bandwidth allocation is fair. We also propose a CAC scheme and several components that facilitate the operations of the proposed scheduling algorithm. Furthermore, we developed a TLSA based video transmission framework (VTF) that can transmit H. 264 video streams over 802. 16 networks. The proposed algorithms were extensively validated by simulations in Qualnet. The simulation results validate the efficiency and fairness of the proposed algorithms. Furthermore, the results reveal that VTF can efficiently transmit video streams

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Efendic, Elvira, e Sabina Lajiq. "Service Quality : A research on how recruitment companies secure service quality". Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19422.

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Background: Service quality is considered to be a vital strategy for survival and success in today’s competitive environment. Although there have been an emphasis in quality overall, the research in companies performance within a business-to-business approach is still largely unexplored. Accordingly, service quality in recruitment companies will be interesting to examine in order to explore the business-to-business industry further. Purpose &: The purpose of this research is to study how recruitment Research Question: companies secure quality in their services. What factors indicate various quality levels? Methodology: This is a qualitative study with a deductive approach. Multiple case studies were conducted with a total of six respondents from three companies. Conclusion: This research concluded factors that indicate various quality levels in recruitment companies. The collected data that could not be strengthened with the theories was recommended as further research.

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Laghari, Khalil ur Rehman. "On quality of experience (QoE) for multimedia services in communication ecosystem". Thesis, Evry, Institut national des télécommunications, 2012. http://www.theses.fr/2012TELE0008/document.

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Aujourd'hui, la satisfaction du client et la joie deviennent les principaux différenciateurs pour évaluer l'efficacité des opérateurs télécoms et les fournisseurs de services. Dans ce marché concurrentiel, la mauvaise qualité de l'expérience (QoE) conduit à une réaction en chaîne de la parole négative de la bouche, pousser les clients dans les bras de concurrents en attente. Par conséquent, il est important pour les fournisseurs de services pour assurer la qualité supérieure de l'expérience afin d'éviter la déloyauté clientèle et la réputation négative. QoE est une émergence rapide multi-disciplinaire discipline axée sur la compréhension globale des exigences de qualité de l'homme sous différents angles tels que la technologie, des affaires et contexte d'utilisation. Le premier défi et avant tout est de comprendre comment différentes caractéristiques qui influencent liés à l'activité, la technologie, et le comportement influence du contexte humain. Dans cette thèse, les premiers travaux répond à ce défi de comprendre l'influence des domaines disparates sur QoE. Un modèle d'interaction QoE consolidée est proposé qui relie les domaines disparates (humains, des affaires, la technologie, et le contexte) pour comprendre la qualité globale de l'homme de l'expérience requise. Puis la taxonomie est présenté pour le modèle d'interaction QoE. Deuxième contribution dans cette thèse est basé sur le premier et son principal objectif est de capturer et analyser des données QoE à travers des études de l'utilisateur. Sur la base de données de l'utilisateur, l'influence des paramètres technologiques, contextuelles et d'affaires de plus de QoE sont évalués. Différents services multimédias ont été sélectionnés pour l'étude d'utilisateur tels que le service de streaming vidéo, la téléphonie (VoIP et PSTN), et service de téléconférence audio 3D. Selon le service multimédia, différents aspects ont été considérés lors de chaque étude sur les utilisateurs telles que les types de paramètres de service (QoS multimédia, le contenu, le contexte), les types de mesures (QoE subjective, objectif cognitif ou les deux), les caractéristiques de l'homme (âge, sexe, etc) , et les rôles de l'homme (l'utilisateur ou le client). Ces résultats aident à comprendre le lien entre QoE et d'autres domaines d'influence. La troisième contribution est basée sur les travaux en cours d'élaboration QoE des outils basés sur des services de streaming vidéo. Deux outils basés sur QoE pour l'évaluation des services multimédias ont été présentés dans cette thèse, leurs principales fonctions consistent à saisir, analyser et rapporter métriques QoE en temps réel. Ces outils sont utiles pour QoE mesure en temps réel de paramètres QoE
Today, the fulfillment of customer demands and user experience requirements are becoming the main differentiators for gauging the effectiveness of telecom operators and service providers. In this competitive market, the poor Quality of Experience (QoE) leads to a chain reaction of negative word of mouth, pushing customers into the arms of waiting competitors. Therefore it is important for service providers to ensure superior quality of experience in order to avoid customer disloyalty and negative reputation. QoE is a fast emerging multi-disciplinary field focused on understanding overall human quality requirements from different angles such as technology, business and context of use. The first and foremost challenge is to understand how different influencing characteristics related to business, technology, and context influence human behavior. In this thesis, initial work addresses this challenge of understanding the influence of disparate domains over QoE. A consolidated QoE interaction model is proposed which links disparate domains (human, business, technology, and context) to understand overall human quality of experience requirements. Then taxonomy is presented for QoE interaction model. Second contribution in this thesis is based on the first and its main objective is to capture and analyze QoE data through user studies. Based on user data, the influence of technological, contextual and business parameters over QoE are evaluated. Different multimedia services were selected for user study such as video streaming service, telephony (VoIP and PSTN), and 3D audio teleconferencing service. Depending upon multimedia service, different aspects were considered during each user study such as types of multimedia service parameters (QoS, content, context), the types of QoE metrics (subjective, objective cognitive or both), human characteristics (age, gender etc), and human roles (user, or customer). These findings help in understanding the link between QoE and other influencing domains. The third contribution is based upon ongoing work of developing QoE based tools for video streaming services. Two QoE based tools for the assessment of multimedia services have been presented in this thesis, their main functions are to capture, analyze and report QoE metrics in real time. These QoE tools are useful for real time measurement of QoE metrics

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FREITAS, MIGUEL DE ANDRADE. "QUALITY OF SERVICE ON INTERNET SERVICE PROVIDERS". PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2004. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=5031@1.

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O desenvolvimento de arquiteturas de Qualidade de Serviço (QoS) para a Internet é um problema que tem recebido bastante atenção ultimamente. Diversos motivos têm impedido a implementação destas arquiteturas em larga escala como, por exemplo, a dificuldade de estabelecimento de contratos e políticas de QoS entre usuários, provedores e operadoras e a ausência de mecanismos na rede para solicitar serviços com garantia de qualidade. Apesar de não terem acesso a um serviço que garanta certos níveis de desempenho para cada tipo de aplicação, os usuários de Internet têm se mostrado cada vez mais exigentes na qualidade do acesso à rede. Isto se confirma com a migração crescente de muitos destes usuários para o acesso à Internet em banda larga. Os provedores de acesso à Internet, principalmente os de banda larga, devem adotar políticas de gerenciamento de seus recursos para atender às expectativas de qualidade dos usuários e se manter competitivos no mercado. Neste trabalho, foram identificados problemas nos processos adotados em um provedor de acesso em banda larga sem fio, a MLS Wireless. No sistema antigo, ocorriam situações que causavam a indisponibilidade de serviços por causa da limitação de conexões simultâneas na rede ou ainda uma degradação na banda e aumento na latência do acesso devido a falta de justiça no compartilhamento de recursos. O trabalho sugere soluções para as deficiências encontradas, implementando-as e analisando a eficácia das mesmas. Para resolver o problema de indisponibilidade, sugere-se o estabelecimento de limites por usuário, para que a capacidade total do sistema não seja esgotada. Para resolver o problema de injustiça e dar maior eqüidade na distribuição de recursos entre os usuários, é implementado um novo mecanismo de compartilhamento baseado em uma disciplina de fila SFQ (Stochastic Fairness Queueing). Os resultados mostraram que as modificações propostas foram efetivas. O tempo de acesso à serviços de WWW e e-mail durante períodos de congestionamento foi drasticamente reduzido, em alguns casos, de cerca de 1 minuto para menos de 10 segundos.
The development of Quality of Service (QoS) architectures for the Internet is a problem that has received significative attention recently. The large scale deployment of such architectures has being blocked by several reasons, such as, the dificulty in establishing Service Level Agreements (SLA) of QoS policies between users, Internet Service Providers (ISP) and operators, and the lack of mechanisms on the network to request services with quality guarantees. Despite of not having access to a service that can guarantee certain levels of performance per aplication, the Internet users are getting more and more concerned about the network quality. That can be confirmed by the number of users that are migrating to the broadband Internet access. The ISP´s, specially the broadband ones, must take measurements to manage their resources to satisfy the users´ expectations of quality and stay competitive on the market. In this work, problems have being identified at the processes used by a broadband ISP, the MLS Wireless. With the old system, certain situations could cause the denial of service due the number of simultaneos connections or degradation and increased latency due the lack of fairness to share the network resources. This work suggests some solutions for these deficiencies, implementing and analyzing their effectiveness. To fix the denial of service, we suggest the limitation of resources per user, so that the total capacity won´t be depleted. To have the resources more fairly distributed among the users, a new mechanism of sharing is implemented, based on a discipline named SFQ (Stochastic Fairness Queueing). The results show that those modifications have being effective. The time to access services like WWW and e-mail during congestion periods was drasticaly reduced, in some cases, from about 1 minute to less than 10 seconds.

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Taneja, Mukesh. "A service curve approach for quality of service management in integrated services networks /". Diss., Connect to a 24 p. preview or request complete full text in PDF format. Access restricted to UC campuses, 1998. http://wwwlib.umi.com/cr/ucsd/fullcit?p9914079.

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Field, Daniel James. "Profit through product quality and quality service". Master's thesis, This resource online, 1991. http://scholar.lib.vt.edu/theses/available/etd-02162010-020036/.

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Kwok, Ka-yan, e 郭嘉欣. "Quality of service of tram services in Hong Kong". Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2011. http://hub.hku.hk/bib/B48187744.

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In 2010, HKT applied for the increase in tram fare which is the first time of application in the last 13 years. The main supporting for their application is the urgent need to improve the efficiency, safety and quality of services in order to provide the sustainable tram operations and ensure there is sufficient capital support for the over $200 million improvement projects while the foreseeable business deficits in 2011 In view of the reason for applying the increase in fare, the tram service quality will be measured according to the fixed route transit service measures from the Transit Capacity and Quality of Service Manual. Both of the availability and quality factors will be measured by the observation and passengers’ survey respectively. Furthermore, the 2009 survey result will also be used under the comparative approach to find out the changes in passengers’ perception and expectation to the tram service and their response to the increase in tram fare. By figuring out the actual quality of tram service, the necessity and the effectiveness of the tram service improvement programmes would be identified. Moreover, in order to access and monitor the tram service quality, it is used to analyze the applicability of the QoS measurement in Hong Kong tram service and important to develop the new quality of service measure for the Hong Kong tram according to the specialized factors for tram service that is important for the government, HKT and the tram passengers in order to access and monitoring the quality of tram service provided.
published_or_final_version
Transport Policy and Planning
Master
Master of Arts in Transport Policy and Planning

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Mais fontes

Livros sobre o assunto "Service quality"

Quality in Services (QUIS) (2nd 1990 Norwalk, Connecticut). Service quality. Editado por Gummesson Evert 1936- e Scheuing Eberhard E. Bradford: MCB, 1991.

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Beaton, M. Professional service: Service quality. Melbourne: Beaton Associates, 1991.

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Philip, G. Service quality of industrial information services. (London): British Library Research and Innovation Centre, 1996.

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1950-, Chase Rory L., ed. Service excellence: The best of "Managing service quality" [magazine]. Kempston: I.F.S.Pubns, 1992.

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Evans, Gerry. Evaluating service quality. Cardiff: S.C.O.V.O, 1991.

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Quality customer service. 3^a ed. Menlo Park, Calif: Crisp Publications, 1993.

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Martha, Kyrillidou, e Heath Fred M. 1944-, eds. Measuring service quality. Champaign, Ill: University of Illinois, Graduate School of Library and Information Science, 2001.

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Øvretveit, John. Managing service quality. Brunel: BIOSS, Brunel University, 1989.

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1946-, Davis Vivian Witkind, e National Regulatory Research Institute (Ohio State University), eds. Telecommunications service quality. Columbus, Ohio (1080 Carmack Rd., Columbus 43210): National Regulatory Research Institute, 1996.

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1952-, Edvardsson Bo, Scheuing Eberhard E e Quality in Services (QUIS), (4th : 1994), eds. Improving service quality. Bradford: MCB, 1995.

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Mais fontes

Capítulos de livros sobre o assunto "Service quality"

Kuei, Chu-Hua. "Service quality". In Handbook of Total Quality Management, 246–59. Boston, MA: Springer US, 1998. http://dx.doi.org/10.1007/978-1-4615-5281-9_11.

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Hughes, Vera. "Quality Service". In People Skills, 131–39. London: Macmillan Education UK, 1992. http://dx.doi.org/10.1007/978-1-349-12527-2_11.

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Torres, Edwin N., e Tingting Zhang. "Service quality". In Customer Service Marketing, 41–61. London: Routledge, 2022. http://dx.doi.org/10.4324/9780429263965-3.

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Weik, Martin H. "service quality". In Computer Science and Communications Dictionary, 1559. Boston, MA: Springer US, 2000. http://dx.doi.org/10.1007/1-4020-0613-6_17112.

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da Costa Mendes, Julio. "Service quality". In Encyclopedia of Tourism, 844–46. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-01384-8_171.

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Bermbach, David, Erik Wittern e Stefan Tai. "Quality". In Cloud Service Benchmarking, 17–25. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-55483-9_3.

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Behara, Ravi S., e Richard B. Chase. "Service Quality Deployment: Quality Service by Design". In Perspectives in Operations Management, 87–99. Boston, MA: Springer US, 1993. http://dx.doi.org/10.1007/978-1-4615-3166-1_5.

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Morrison, Alastair M. "People: Services and service quality". In Hospitality and Travel Marketing, 306–35. 5^a ed. London: Routledge, 2022. http://dx.doi.org/10.4324/9781003292616-15.

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Beckford, John. "Service Quality Management". In Quality Management, 236–51. 5^a ed. London: Routledge, 2022. http://dx.doi.org/10.4324/9781003018261-23.

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Ennew, Christine, Nigel Waite e Róisín Waite. "Service delivery and service quality". In Financial Services Marketing, 473–501. 3 Edition. | New York : Routledge, [2018] | Revised edition of Financial services marketing, 2013.: Routledge, 2017. http://dx.doi.org/10.4324/9781315543765-16.

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Trabalhos de conferências sobre o assunto "Service quality"

Sajid Ahmed, Shaikh. "Calibration Laboratories Challenges - Service Quality". In NCSL International Workshop & Symposium. NCSL International, 2018. http://dx.doi.org/10.51843/wsproceedings.2018.39.

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This paper is written from the perspective of either third party commercial or an internal calibration lab. While it is recognized that some companies communications go through multiple departments (both for the customer and for the calibration service provider), these experiences and solutions may also be applied to any lab needing outsourced calibration services. It is imperative that both the customer and the vendor take equal responsibility for communicating with each other to ensure complete customer satisfaction. Both the customer and vendor should be familiar with the requirements of ISO/IEC 17025:2005 section 4.41 Review of requests, tenders and contracts, 4.61 Purchasing services and supplies, and Section 4.71 Service to the customer. This paper addresses common frustrations between customers and their vendor’s, it also explains the relationship between different factors and processes involve in delivering the best quality services. Moreover, it also offers valuable suggestions to overcome the current and future challenges that are faced by calibration laboratories. Apart from this, certain solutions are also offered in this manuscript for closing various gaps that affects the service quality by integrating services gap model to the real scenarios and also explains how this model can help us to deliver best services within the calibration, inspection and testing laboratories.

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Uden, Lorna, Janet Francis e Wei Dai. "Service quality for service innovation". In 2008 IEEE International Conference on Service Operations and Logistics, and Informatics (SOLI). IEEE, 2008. http://dx.doi.org/10.1109/soli.2008.4683007.

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Proft, Branislav, e Benedikt Badánik. "Quality of service at airports". In Práce a štúdie. University of Zilina, 2021. http://dx.doi.org/10.26552/pas.z.2021.2.34.

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At present, air transport is on the rise and with it are the airlines, airports and services they provide. Their quality is reflected in revenues as well as in the number of airlines using the airport. The aim of this paper is to evaluate what services are offered to individual airport customers, how to evaluate customer satisfaction with services and the last chapter focuses on evaluating the quality of services offered to airlines and crew, where a method of evaluating services provided by airports from the airlines based on an analysis of current ways of measuring the quality of these services. Finally, possible service improvements are described, which could streamline the operation of the airport.

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Alhayajneh, Abdullah, Alessandro N. Baccarini e Thaier Hayajneh. "Quality of Service Analysis of VoIP Services". In 2018 9th IEEE Annual Ubiquitous Computing, Electronics & Mobile Communication Conference (UEMCON). IEEE, 2018. http://dx.doi.org/10.1109/uemcon.2018.8796841.

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Alex Maritz. "Enhancing Service Quality Through Integrated Services Marketing". In 2006 IEEE International Conference on Service Operations and Logistics, and Informatics. IEEE, 2006. http://dx.doi.org/10.1109/soli.2006.236987.

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Maritz, Alex. "Enhancing Service Quality Through Integrated Services Martketing". In 2007 IEEE International Conference on Service Operations and Logistics, and Informatics. IEEE, 2007. http://dx.doi.org/10.1109/soli.2007.4383917.

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Maritz, Alex. "Enhancing Service Quality Through Integrated Services Marketing". In 2006 IEEE International Conference on Service Operations and Logistics, and Informatics. IEEE, 2006. http://dx.doi.org/10.1109/soli.2006.328947.

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Pencheva, Evelina, e Ivaylo Atanasov. "Web Services for Quality of Service Monitoring". In 2009 3rd International Conference on New Technologies, Mobility and Security (NTMS). IEEE, 2009. http://dx.doi.org/10.1109/ntms.2009.5384834.

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Zhu, Keshan, Zhenhua Duan e Jianli Wang. "Quality of Service in Web Services Discovery". In 2008 IEEE Symposium on Advanced Management of Information for Globalized Enterprises, AMIGE. IEEE, 2008. http://dx.doi.org/10.1109/amige.2008.ecp.28.

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Al-Moayed, Ahmed, e Bernhard Hollunder. "Quality of Service Attributes in Web Services". In 2010 Fifth International Conference on Software Engineering Advances (ICSEA). IEEE, 2010. http://dx.doi.org/10.1109/icsea.2010.62.

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Relatórios de organizações sobre o assunto "Service quality"

Chan, K., R. Sahita, S. Hahn e K. McCloghrie. Differentiated Services Quality of Service Policy Information Base. RFC Editor, março de 2003. http://dx.doi.org/10.17487/rfc3317.

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Jung, Na Young. The Relationship Between Service Quality and Service Recovery Quality in Retail Stores. Ames: Iowa State University, Digital Repository, 2017. http://dx.doi.org/10.31274/itaa_proceedings-180814-409.

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McCann, P., H. Tschofenig, T. Tsou e A. Doria. Diameter Quality-of-Service Application. Editado por D. Sun e G. Zorn. RFC Editor, maio de 2010. http://dx.doi.org/10.17487/rfc5866.

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Jung, Na Young. Retail Service Quality and Service Recovery Quality: A Comparison Between Small and Large Retail Stores. Ames: Iowa State University, Digital Repository, 2017. http://dx.doi.org/10.31274/itaa_proceedings-180814-1788.

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Reeves, Douglas, Felix Wu, Peter Wurman, Dan Stevenson e Xlaoyong Wu. Protecting Network Quality of Service Against Denial of Service Attacks. Fort Belvoir, VA: Defense Technical Information Center, dezembro de 2003. http://dx.doi.org/10.21236/ada420839.

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Levin, Timothy E., Cynthia E. Irvine e Evdoxia Spyropoulou. Quality of Security Service: Adaptive Security. Fort Belvoir, VA: Defense Technical Information Center, dezembro de 2004. http://dx.doi.org/10.21236/ada435861.

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O'Brien, Liam, Len Bass e Paulo Merson. Quality Attributes and Service-Oriented Architectures. Fort Belvoir, VA: Defense Technical Information Center, setembro de 2005. http://dx.doi.org/10.21236/ada441830.

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Shenker, S., C. Partridge e R. Guerin. Specification of Guaranteed Quality of Service. RFC Editor, setembro de 1997. http://dx.doi.org/10.17487/rfc2212.

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Irvine, Cynthia, e Tim Levin. Quality of Security Service: An Introduction. Fort Belvoir, VA: Defense Technical Information Center, abril de 2000. http://dx.doi.org/10.21236/ada572032.

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Aranda, J. J., M. Cortes, J. Salvachúa, M. Narganes e I. Martínez-Sarriegui. The Quality for Service (Q4S) Protocol. RFC Editor, julho de 2020. http://dx.doi.org/10.17487/rfc8802.

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