Managing service quality an international journal Vol. 15, No. 2, QUIS 9 symposium : service excellence in management

This e-book includes selected best papers presented at QUIS 9 (Quality in Services) held at Karlstad university, Sweden in June (15-18) 2004. The symposium was co-hosted by the Center for Service Leadership at Arizona State University, USA, The Warwick Business School at University of Warwick, UK and the Service Research Center at Karlstad University, Sweden. The participants were both academic and practitioners. Previously published in: International Journal of Public Sector Management, Volume: 15, Number 2, 2005