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Benchmarking of rail transport service performance through DEA for Indian railways

- Sharma, Mohita Gangwar, Debnath, Roma Mitra, Oloruntoba, Richard, Sharma, Sachinder Mohan

An empirical assessment of consumers' evaluations of web site service quality: conceptualizing and testing a formative model

- O'Cass, Aron, Carlson, Jamie

Developing a framework for understanding e-service quality, its antecedents, consequences, and mediators

- Carlson, Jamie, O'Cass, Aron

Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites

- Carlson, Jamie, O'Cass, Aron

The diminished effect of psychological empowerment on the self-empowered

- Chan, Thomas Chi Keung, Ng, Keith Yong Ngee, Casimir, Gian

Links between service climate, employee commitment and employees' service quality capability

- Little, Marie Mikic, Dean, Alison M.

Links between organisational and customer variables in service delivery: evidence, contradictions and challenges

- Dean, Alison M.

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