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Thematische Bibliographien / Service quality / Dissertationen

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Dissertationen zum Thema „Service quality“

Autor: Grafiati

Veröffentlicht am 4. Juni 2021

Zuletzt aktualisiert am 25. Juli 2025

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1

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.<br>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

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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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4

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 di

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Efendic, Elvira, and 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 variou

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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-disci

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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

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

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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-disci

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Fakhoury, Walid Khaled Hassan. "A comparison of service and non-service determinants of carers' satisfaction with palliative care services." Thesis, University College London (University of London), 1994. http://discovery.ucl.ac.uk/1317786/.

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The association between carers' satisfaction with services delivered by district nurses (DNs), general practitioners (GPs), hospital doctors (HDs), and the health and social services in general (HSS), and various service and non-service variables was examined to assess whether satisfaction is more a reflection of the service characteristics, the non-service related factors, or attributable equally to both. Analysis was undertaken on a sub-sample of the 'Regional Study of Care for the Dying', a retrospective survey assessing the perceptions of 3696 carers of services delivered to deceased in th

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Kwok, Ka-yan, and 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 Tran

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Taylor, Teresa Brooks. "Service-Learning as a Quality Initiative for K-12." Digital Commons @ East Tennessee State University, 2006. https://dc.etsu.edu/etsu-works/3643.

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Chiang, Kung-wai George. "A study of service quality in concurrent quality property management services in Hong Kong /." View the Table of Contents & Abstract, 2005. http://sunzi.lib.hku.hk/hkuto/record/B35808627.

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Chiang, Kung-wai George, and 蔣公緯. "A study of service quality in concurrent quality property management services in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2005. http://hub.hku.hk/bib/B35808627.

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Al-Ali, Rashid J. "Quality of service management in service-oriented grids." Thesis, Cardiff University, 2005. http://orca.cf.ac.uk/55995/.

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Grid computing provides a robust paradigm for aggregating disparate resources in a secure and controlled environment. The emerging grid infrastructure gives rise to a class of scientific applications and services in support of collaborative and distributed resource-sharing requirements, as part of teleimmersion, visualization and simulation services. Because such applications operate in a collaborative mode, data must be stored, processed and delivered in a timely manner. Such classes of applications have collaborative and distributed resource-sharing requirements, and have stringent real-time

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Hollis, Charles. "Service quality evaluation in internal healthcare service chains." Thesis, Queensland University of Technology, 2006. https://eprints.qut.edu.au/16267/1/Charles_Hollis_Thesis.pdf.

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Measurement of quality is an important area within the services sector. To date, most attempts at measurement have focussed on how external clients perceive the quality of services provided by organisations. Although recognising that relationships between providers within a service environment are important, little research has been conducted into the identification and measurement of internal service quality. This research focuses on the measurement of internal service quality dimensions in the complex service environment of an internal healthcare service chain. The concept of quality

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Hollis, Charles. "Service quality evaluation in internal healthcare service chains." Queensland University of Technology, 2006. http://eprints.qut.edu.au/16267/.

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Measurement of quality is an important area within the services sector. To date, most attempts at measurement have focussed on how external clients perceive the quality of services provided by organisations. Although recognising that relationships between providers within a service environment are important, little research has been conducted into the identification and measurement of internal service quality. This research focuses on the measurement of internal service quality dimensions in the complex service environment of an internal healthcare service chain. The concept of quality

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Zhang, Dos Santos Jia Jun (Jessica). "A comparative analysis of service quality dimensions in six service industries." Thesis, University of Bedfordshire, 2000. http://hdl.handle.net/10547/339050.

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This research investigates the impact of service characteristics on the importance of service quality dimensions across a wide range of service industries. In this research, six service industries are selected to represent the characteristics peculiar to services. The different importance weightings of service quality dimensions in these service industries are identified and a 16-dimension service quality approach is developed for the empirical analysis. This research identifies that importance is the most powerful and appropriate measurement to assess service quality in an industry level. Two

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Farmahini, Farahani Aliakbar, and Emil Törmä. "Assessment of customers' service quality expectations : Testing the 'Hierarchical Structure for Airport Service Quality Expectations' in a Swedish context." Thesis, Umeå University, Umeå School of Business, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-35043.

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<p>The ‘Hierarchical structure for airport service quality expectations’ model originally comes from theory of service quality assessment and was created by Fodness and Murray in 2007 after a study at six U.S. airports. It reveals the most important factors that comprise service quality. This thesis tested the model in a Swedish context with an empirical study among passengers at two Swedish airports; Arlanda and Umeå. With the help of literature, the empirical study, and reasoning, the original model has been modified by the authors of this thesis. There are minor modifications but the three

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Chan, Yan-sum Danny. "Quality service in Hongkong post /." Hong Kong : University of Hong Kong, 1998. http://sunzi.lib.hku.hk/hkuto/record.jsp?B19876713.

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Jäger, Michael C. "Optimising quality of service for the composition of electronic services." [S.l.] : [s.n.], 2006. http://opus.kobv.de/tuberlin/volltexte/2007/1472.

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Flo, Arnfinn. "User-Perceived Quality of Service in Video on Demand Services." Thesis, Norwegian University of Science and Technology, Department of Telematics, 2006. http://urn.kb.se/resolve?urn=urn:nbn:no:ntnu:diva-9494.

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<p>Video on Demand (VoD) is an Internet service with a growing appeal to the mass market, and is of increasing importance to Internet service providers' revenue. This master's thesis presents a subjective assessment on the user-perceived quality of service of an imaginary VoD service. By implementing the SAMVIQ methodology of subjective video quality assessment, the state of the art video codec H.264/MPEG-4's resilience to packet loss is examined. Through the recreation of several residential usage scenarios, different amounts of packet loss is added to H.264/MPEG-4 content encoded at diversi

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Lawley, Richard A. "Chained negotiation for quality of service in distributed notification services." Thesis, University of Southampton, 2005. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.423032.

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Oyler, Melvin Robert. "Dynamic distribution services and demand contingent quality of service policies /." Thesis, Connect to this title online; UW restricted, 1997. http://hdl.handle.net/1773/8769.

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Southard, Robyn Nicole. "Employee engagement and service quality." Pullman, Wash. : Washington State University, 2010. http://www.dissertations.wsu.edu/Thesis/Spring2010/R_Southard_042010.pdf.

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Thesis (Master of Public Affairs)--Washington State University, May 2010.<br>Title from PDF title page (viewed on July 13, 2010). "Department of Political Science." Includes bibliographical references (p. 28-31).

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Campbell, Andrew T. "A quality of service architecture." Thesis, Lancaster University, 1996. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.337575.

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Ingram, D. "Integrated quality of service management." Thesis, University of Cambridge, 2000. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.604934.

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Much work has been done on real time scheduling algorithms, but prototypes have made assumptions preventing their adoption in production desktop systems. In particular, they are generally incompatible with common monolithic kernel design and ubiquitous client-server architectures. Acceptance has also been poor because little attention is given to automatically managing quality of service parameters. This dissertation explores the use of soft real time scheduling on a conventionally structured platform. The approach taken is to extend an existing system, thus preserving a large, realistic appli

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Chan, Yan-sum Danny, and 陳仁深. "Quality service in Hongkong post." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1998. http://hub.hku.hk/bib/B31268602.

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Robertson, Katina. "Ensuring Quality Consumer Service Encounters." Thesis, Walden University, 2018. http://pqdtopen.proquest.com/#viewpdf?dispub=10827921.

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<p> Counterproductive employee behaviors are inevitable, unpredictable, and widespread in the U.S. retail industry. The purpose of this multiple case study was to explore U.S. midlevel retail leadership strategies used to prevent and correct employee behaviors that sabotage quality service encounters. Gilbert’s behavior engineering model, which links employee behaviors to performance, was the framework used in this study. The data-collection process comprised 7 semistructured interviews with midlevel retail leaders, online company documentation, and researcher observations and assisted i

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Schnabel, Elaine Barbetta. "Quality in service and industry." Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1994. http://www.kutztown.edu/library/services/remote_access.asp.

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Robertson, KATINA. "Ensuring Quality Consumer Service Encounters." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5411.

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Counterproductive employee behaviors are inevitable, unpredictable, and widespread in the U.S. retail industry. The purpose of this multiple case study was to explore U.S. midlevel retail leadership strategies used to prevent and correct employee behaviors that sabotage quality service encounters. Gilbert's behavior engineering model, which links employee behaviors to performance, was the framework used in this study. The data-collection process comprised 7 semistructured interviews with midlevel retail leaders, online company documentation, and researcher observations and assisted in achievin

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Pitt, Marelise. "SERVQUAL in an internal nonprofit market : psychometric issues." Thesis, Cape Technikon, 1999. http://hdl.handle.net/20.500.11838/2095.

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Thesis (MTech (Marketing))--Cape Technikon, 1999.<br>Quality of service, as perceived by the customer, has been shown by research to be a critical factor contributing to organizational performance in recent years. Therefore, the management of service quality is a key variable, and for service quality to be managed, it has to be measured. There have been significant advances in the measurement of service quality in the past fifteen years, resulting in a stream of research, mostly concentrating on the external customers of profit-seeking firms. A key factor driving this research was the de

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Lekhelebana, Vuyokazi Anneline. "Improving service quality at automotive dealerships." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1017204.

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The highly competitive landscape of the automotive industry places increasing pressure on automotive dealerships to continually improve the quality of services rendered to customers. Understanding customer expectations and customer perceptions is key to making improvements in areas that matter most to the customer. It is against this background that this study was conducted. The aim of this research was to measure service quality at automotive dealerships. The literature review focused on the gaps model which resulted in the SERVQUAL measuring tool. The SERVQUAL instrument is supported by lite

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Ardon, Sébastien. "Intégration de l'utilisateur dans la gestion de la qualité de service pour des environnements hétérogènes." Paris 6, 2002. http://www.theses.fr/2002PA066013.

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Sultana, Sarmin, and Shohel Rana. "Service Quality : (Service Gap Analysis) A case study - "Komvux"." Thesis, Högskolan på Gotland, Institutionen för humaniora och samhällsvetenskap, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1073.

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The customer‘s standard of living and consciousness is demanding the importance of service quality. Service quality is mandatory to provide added value to the customers, retain and make loyal customers. This paper focuses on the customer expectation, customer perception and the gap between customer expectation and perception to measure the service quality. We have analyzed the service quality which has a great impact on customer satisfaction.

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Li, Yi-Min. "A service quality performance evaluation model for hotel service." Thesis, University of the West of Scotland, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.283048.

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Carlsson, Therese, and Hussain Kabir Md. "Service Quality : Expectations, perceptions and satisfaction about Service Quality at Destination Gotland - A case study." Thesis, Gotland University, School of the Humanities and Social Science, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-643.

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<p>This thesis is discussing and analysing expectations and perceptions about service quality in Destination Gotland. The aim is to analyze and research about the role of service quality for creating customer satisfaction and we want to find out the gap between expectations and perceptions through the customers point of view. The difference between expectations and perceptions can be described as satisfaction or lack of satisfaction. The specific questions that are researched in this thesis are:<strong> </strong></p><ol><li>What expectations does customer have on Destination Gotland’s service

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Lindberg, Markus, and Emma Löfgren. "Service Quality and Customer Preferences : A study of interactional service quality in the airline industry." Thesis, Umeå University, Umeå School of Business, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-26029.

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<p>In recent years, large efforts have been put on enhancing effectiveness in organizations. No resources are dispensable, and a dollar saved is a dollar earned. This is probably something that is rather easy to compute and control within the production sector. However, the service sector is another thing, how do we squeeze everything out of the resources in service organizations? This question caught our interest, and made us want to investigate the subject in the context of the airline business, and especially in its interaction with passengers.</p><p> </p><p>We have asked 100 respondents of

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Tanzer, Steve, and n/a. "Quality service : what is it?, can it improve the delivery of government services?" University of Canberra. Administrative Studies, 1995. http://erl.canberra.edu.au./public/adt-AUC20061109.121531.

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Sheppard, Lorraine 1962. "Service quality in professional health services." 1998. http://web4.library.adelaide.edu.au/theses/09PH/09phs5495.pdf.

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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. Bibliography: leaves 241-270.

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Shu-Yi, Huang, and 黃淑宜. "The Impact of Service Convenience on Service Quality in Cash Card Services." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/04492000746819610435.

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碩士<br>大葉大學<br>工業關係學系碩士班<br>92<br>Based on the service convenience concept (Berry et al., 2002) and overall affect model (Dabholkar, 1996), the study is to explore the influences of cash card consumer’s service convenience perception on the evaluation of service quality when technologies infuse service encounters. The results are as follows： 1.When attitude toward using technological products is positive, consumers will have positive perception on postbenefit convenience. 2.When the need for interaction with the service employee is important, consumers will hav

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Sheppard, Lorraine 1962. "Service quality in professional health services / Lorraine Sheppard." Thesis, 1998. http://hdl.handle.net/2440/19318.

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Includes one computer disk in Work 6 format.<br>System requirements for accompanying computer disk: Mackintosh or IBM-compatible computer. Other requirments: Microsoft Word 6 or compatible Word Processor.<br>Bibliography: leaves 241-270.<br>xiii, 270, [47] leaves ; 30 cm. + 1 computer disk (3 1/2 in.)<br>Thesis (Ph.D.)--University of Adelaide, Graduate School of Management, 1999

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Ling, Chi-Yao, and 凌啟堯. "Applying Service Quality Gap Theory to Investigate ERP Maintenance Service Quality." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/32434988242967158365.

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碩士<br>國立交通大學<br>管理學院資訊管理學程<br>103<br>Currently in Taiwan, ERP system is one of indispensable systems in industry. The stability of ERP system is closely related to every respect of operations in corporates.But after implementing of ERP and entering the phase of maintenance, corporate executives usually believe no significant effectiveness from spending on signing maintenance contract. Corporate information technology related personnels like MIS department manager or system analysts would expect the original system manufacture to provide the maintenance service to lower the risk of any system d

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AGNIDHARMA, MAHENDRA, and 黃勇強. "Service Quality in Conversational System: Developing Indicators for Service Quality Measurement." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/13485747259109246201.

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碩士<br>國立高雄應用科技大學<br>資訊管理研究所碩士班<br>105<br>Conversational system services are rapidly developing due to the recent improvement of Artificial Intelligence technologies and the unique qualities conversational system has to change the interaction with customers. The demand to measure the service quality conversational system deliver is in need, due to the modification of application, development and evaluation of previous stage to be apply with the current application trend. This study objective is to develope reliable and valid indicators for measuring conversational systems service quality. First

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Chao-yu, Chen, and 陳昭宇. "Research on Travel Agency Service Quality: A Conceptualizing Perceived Service Quality Perspective." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/88271124530132461032.

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碩士<br>開南大學<br>國際企業學系<br>96<br>In recent years, leisure and tourism has become more trendy and popular. In order to attract customers, travel agencies use such a variety of methods to compete. Facing this fierce competition, all related businesses try to find their blue oceans, expand their markets, and reinforce their advantages. Businesses also realize that service quality is the engine of the industry. Today’s customers are not purchasing goods only; they care about service quality as well. Those businesses that exchange service quality for maximum profits would only create an unhealthy red

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Wang, Ting-Shiun, and 王挺勳. "The Effects of e-Travel Service Quality on Package Tours Service Quality." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/94525573822318902055.

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碩士<br>明新科技大學<br>服務事業管理研究所<br>99<br>With the progress of science and technology, the global online shopping market is increasing year by year. Online store is becoming an important shopping channel for consumers. The travel merchandises is an important category of online shopping and more and more consumers shopping travel merchandises online. Many tourism businesses have involved the online virtual channels and enabling their consumers to buy package tours online. The relationship between the e-travel service quality and package tours service quality needs to pay attention and this is the main

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Yi, J. J., and 易進忠. "Internal Service Quality Research." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/13155019357925827621.

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碩士<br>國立臺北科技大學<br>生產系統工程與管理研究所<br>91<br>When service became major of a part of the marketing model, many industries changed strategy into production service providing. The semiconductor industry also changed strategy in line with other industries. Now, discrete semiconductors components sector is saturated. The market competition is very intense and service quality was became a key point for success. Whether service of visible product or invisible product, it requires efforts from all employees. Then, customers get perfect service or perfect products. During production period, satisfied employ

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Gameiro, Carlos Jorge Sousa. "Service quality in hostels." Master's thesis, 2013. http://hdl.handle.net/10071/6668.

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Nos últimos anos, devido à facilidade cada vez maior de deslocação de pessoas entre grandes distâncias, o turismo jovem tem vindo a crescer significativamente e é hoje em dia parte essencial no turismo de grandes cidades e países. Com este crescimento, deu se também o crescimento de outra industria, a dos hostels. Por serem muitas das vezes uma alternativa low cost de alojamento, são o destino de milhares de jovens que viajam pelo Mundo. Em Lisboa este crescimento foi enorme na última década, e a cidade hoje em dia acolhe alguns dos melhores hostels do Mundo. A concorrência é tremenda e há uma

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LEE, FU-MIN, and 李福民. "Service Quality in Bank." Thesis, 1994. http://ndltd.ncl.edu.tw/handle/42775832112957207590.

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