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Defining and Measuring the Quality of Customer Service

Defining and Measuring the Quality of Customer Service The importance of service quality as an indicator of customersatisfaction and organisational performance is widely acknowledged andhas led to a major research thrust which has focused on a number ofindustries within the service sector. Some of the research relating todefining and measuring service quality is reviewed and a number ofsuggestions are made as to how measurement instruments such as SERVQUALmight be improved. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Marketing Intelligence & Planning Emerald Publishing

Defining and Measuring the Quality of Customer Service

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0263-4503
DOI
10.1108/EUM0000000001086
Publisher site
See Article on Publisher Site

Abstract

The importance of service quality as an indicator of customersatisfaction and organisational performance is widely acknowledged andhas led to a major research thrust which has focused on a number ofindustries within the service sector. Some of the research relating todefining and measuring service quality is reviewed and a number ofsuggestions are made as to how measurement instruments such as SERVQUALmight be improved.

Journal

Marketing Intelligence & PlanningEmerald Publishing

Published: Jun 1, 1990

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