Service Quality: the Front‐stage vs. the Back‐stage Perspective
Journal of Services Marketing - Tập 5 Số 4 - Trang 59-70
Tóm tắt
Evaluates customers′ and employees′ service quality expectations
and perceptions from the example of a hospital environment. Considers
employees′ responses in administrative and nonadministrative categories.
Notes differences between the groups and discusses the managerial
implications arising from the differences found. Includes a detailed
description of the methodology involved in the study.