Service Quality Measurement

Emerald - Tập 11 Số 4 - Trang 4-12 - 1993
Barbara R. Lewis

Tóm tắt

Concerns customer service/quality in service sector organizations. Presents definitions and determinants of service quality together with a review of a number of research projects, completed in the Manchester School of Management, which focus on the measurement of service quality. Describes assessments which have been carried out in several industries, considering the opinions of managers, employees and external customers, and provides evidence of various service quality gaps. The final section comprises a discussion of some of the problems relating to the rating scales/measurement techniques used, and emphasizes the caution which is necessary in interpretation of research data. Concluding comments address the continuing research agenda.

Tài liệu tham khảo

Albrecht K., 1985, Dow Jones-Irwin 10.1016/0148-2963(92)90022-4 Berry L.L., 1980, Business, 30, 24 Berry L.L., 1981, Journal of Retail Banking, 3, 33 Berry L.L., 1991, Marketing Services: Competing through Quality 10.1016/0007-6813(88)90053-5 10.1016/0007-6813(85)90008-4 Carmen J.M., 1990, Journal of Retailing, 66, 33 Graven, P. (1991), Sustaining Competitive Advantage: The Importance of Customer Service in Industrial Markets, MSc dissertation,Manchester School of Management. Czepiel J.A., 1985, The Service Encounter: Managing Employee/Customer Interaction in Service Businesses Edvardsson, B., Gustavsson, B.O. and Riddle, D.I. (1989), An Expanded Model of the Service Encounter with Emphasis on Cultural Context, Research Report 89/4, CTF Services Research Centre, Universityof Karlstad, Sweden. Goodman J.A., 1986, Journal of Retail Banking, 8, 7 Grönroos C., 1981, Marketing of Services, 236 Grönroos C., 1984, Chartwell-Bratt, Bromley. Grönroos C., 1985, Services Marketing in a Changing Environment Grönroos C., 1987, Swedish School of Economics & Business Administration
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Thông tin xuất bản

Emerald

Tập 11 Số 4

4-12

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