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References (7)
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R. Chase, D. Tansik (1983)
The Customer Contact Model for Organization DesignManagement Science, 29
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C. Gronroos (1978)
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- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1995 MCB UP Ltd. All rights reserved.
- ISSN
- 0265-671X
- DOI
- 10.1108/02656719510093538
- Publisher site
- See Article on Publisher Site
Abstract
Examines the relationship between perceived service quality and five dimensions of service quality (tangibles, reliability, responsiveness, assurance and empathy) identified by Parasuraman for the three types of service (pure service, mixed service and quasi‐manufacturing service) identified in Chase and Tansik’s model. The least squares regression reveals that the reliability dimension is statistically significant for all three types of services. Tangibles is the critical dimension for mixed services while empathy is important for quasi‐manufacturing services. Also provides directions for training and management development efforts for improving the critical dimensions by using focus groups.
Journal
International Journal of Quality & Reliability Management – Emerald Publishing
Published: Oct 1, 1995
Keywords: Management development; Service quality; Servicing