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Service quality: gaps in the Malaysian telemarketing industry

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  • Kassim, Norizan Mohd
  • Bojei, Jamil

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  • Kassim, Norizan Mohd & Bojei, Jamil, 2002. "Service quality: gaps in the Malaysian telemarketing industry," Journal of Business Research, Elsevier, vol. 55(10), pages 845-852, October.
    • Handle: RePEc:eee:jbrese:v:55:y:2002:i:10:p:845-852
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    References listed on IDEAS

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    1. Dave Webb, 1998. "Segmenting Police ‘Customers’ on the Basis of their Service Quality Expectations," The Service Industries Journal, Taylor & Francis Journals, vol. 18(1), pages 72-100, January.
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    Cited by:

    1. Ding, David Xin & Hu, Paul Jen-Hwa & Sheng, Olivia R. Liu, 2011. "e-SELFQUAL: A scale for measuring online self-service quality," Journal of Business Research, Elsevier, vol. 64(5), pages 508-515, May.
    2. Stefan Markovic & Oriol Iglesias & Jatinder Jit Singh & Vicenta Sierra, 2018. "How does the Perceived Ethicality of Corporate Services Brands Influence Loyalty and Positive Word-of-Mouth? Analyzing the Roles of Empathy, Affective Commitment, and Perceived Quality," Journal of Business Ethics, Springer, vol. 148(4), pages 721-740, April.
    3. Zeynep Filiz, 2010. "Service quality of travel agents in Turkey," Quality & Quantity: International Journal of Methodology, Springer, vol. 44(4), pages 793-805, June.
    4. Andreas Kakouris & Elina Meliou, 2011. "New Public Management: Promote the Public Sector Modernization Through Service Quality. Current Experiences and Future Challenges," Public Organization Review, Springer, vol. 11(4), pages 351-369, December.
    5. Chia-Liang Lin & Jwu-Jenq Chen & Yu-Yu Ma, 2023. "Ranking of Service Quality Solution for Blended Design Teaching Using Fuzzy ANP and TOPSIS in the Post-COVID-19 Era," Mathematics, MDPI, vol. 11(5), pages 1-28, March.

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