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Service quality and productivity: a synergistic perspective

Service quality and productivity: a synergistic perspective Companies delivering services must broaden their examination of productivity from the conventional company‐oriented perspective to a dual company‐customer perspective. This broadened approach can help reconcile conflicts – the leverage synergies – between improving service quality and boosting service productivity. This article proposed a conceptual framework for understanding the inter‐linkages among service quality and the various components of the company‐customer perspective of productivity, and discusses the implications of the framework for service executives and researchers. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Service quality and productivity: a synergistic perspective

Managing Service Quality , Volume 12 (1): 4 – Feb 1, 2002

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Publisher
Emerald Publishing
Copyright
Copyright © 2002 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520210415344
Publisher site
See Article on Publisher Site

Abstract

Companies delivering services must broaden their examination of productivity from the conventional company‐oriented perspective to a dual company‐customer perspective. This broadened approach can help reconcile conflicts – the leverage synergies – between improving service quality and boosting service productivity. This article proposed a conceptual framework for understanding the inter‐linkages among service quality and the various components of the company‐customer perspective of productivity, and discusses the implications of the framework for service executives and researchers.

Journal

Managing Service QualityEmerald Publishing

Published: Feb 1, 2002

Keywords: Service quality; Productivity; Service industries

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