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A Service Quality Model and its Marketing Implications

A Service Quality Model and its Marketing Implications Proposes to develop a service quality model, based on test of a sample of business executives, which describes how the quality of services is perceived by customers. Looks at its marketing implications, in which functional quality is seen to be a very important dimension of a perceived service. Concludes that quality dimensions are interrelated and that the importance of image should be recognised. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png European Journal of Marketing Emerald Publishing

A Service Quality Model and its Marketing Implications

European Journal of Marketing , Volume 18 (4): 9 – Apr 1, 1984

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References (1)

Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0309-0566
DOI
10.1108/EUM0000000004784
Publisher site
See Article on Publisher Site

Abstract

Proposes to develop a service quality model, based on test of a sample of business executives, which describes how the quality of services is perceived by customers. Looks at its marketing implications, in which functional quality is seen to be a very important dimension of a perceived service. Concludes that quality dimensions are interrelated and that the importance of image should be recognised.

Journal

European Journal of MarketingEmerald Publishing

Published: Apr 1, 1984

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