Abstracts

Business, international

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An alternative measure for assessing perceived quality of software house services

Article Abstract:

The suitability of the SERVQUAL instrument in assessing quality perception by software house customers is discussed. The suitability of INDSERV, an alternative to SERVQUAL is also examined. The findings reveal INDSERV outperforms SERVQUAL in all the tests performed.

Prepackaged software, Product quality, Methods, Computer software industry, Software industry, Quality management, Total quality management

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Pre-bookable services in the chartered airline industry: increasing satisfaction through differentiation

Article Abstract:

Differentiated services in the UK chartered airline industry are studied for their ability to increase customer satisfaction.

Air transportation, nonscheduled, Nonscheduled Air Transportation, Air Charter Services, Services, Airlines, Transportation

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The externalisation of producer services debate: the UK computer services sector

Article Abstract:

Growth in the UK computer services industry is discussed.

Computer Services, Computer Systems Design and Related Services, Computer and Data Processing Services, Management, Computer services industry, Information technology services industry, Information technology services, Technology application, Public sector

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