Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/emerald-publishing/service-quality-improvement-FypDgeMCdU
References (18)
-
R. Schumacker, R. Lomax (2022)
A Beginner's Guide to Structural Equation Modeling -
P. Townsend, J. Gebhardt (1986)
Commit to quality -
E. Gummesson
Att utveckla servicekvalitet eller Varför finns det inga servicekonstruktörer? -
E. Gummesson (1991)
Marketing‐orientation Revisited: The Crucial Role of the Part‐time MarketerEuropean Journal of Marketing, 25
-
Edward Toomer, K. Bowen (1989)
Qualitative Methods in Management ResearchJournal of the Operational Research Society, 44
-
L. Berry, A. Parasuraman, Valerie Zeithaml (1994)
Improving service quality in America: Lessons learnedAcademy of Management Perspectives, 8
-
B. Thomasson
Tjänstekvalitet ‐ Kundorienterad och kompetensbaserad kvalitetsutveckling -
V. Zeithaml, A. Parasuraman, L. Berry (1990)
Delivering quality service : balancing customer perceptions and expectations -
Bo Edvardsson (1996)
Tjänsteutveckling med inbyggd kvalitet -
C. Grönroos
Innovative marketing strategies and organization structure for service firms -
C. Grönroos (1992)
Service Management and Marketing: Managing the Moments of Truth in Service Competition -
J. Sweeney, L. Johnson, R. Armstrong (1992)
The Effect of Cues on Service Quality Expectations and Service Selection in a Restaurant SettingJournal of Services Marketing, 6
-
J. Hornik (1992)
Tactile Stimulation and Consumer ResponseJournal of Consumer Research, 19
-
C. Albrecht, R. Zemke
Service America -
A. Parasuraman, V. Zeithaml, L. Berry (1985)
A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 49
-
B. Lewis, T. Entwistle (1990)
Managing the Service Encounter: A Focus on the EmployeeInternational Journal of Service Industry Management, 1
-
E. Gummesson
Marketing revisited: the crucial role of the part‐time marketer -
E. Babakus, G. Boller (1992)
An empirical assessment of the SERVQUAL scaleQuality Engineering, 37
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1998 MCB UP Ltd. All rights reserved.
- ISSN
- 0960-4529
- DOI
- 10.1108/09604529810206972
- Publisher site
- See Article on Publisher Site
Abstract
The topic for this article is quality improvement in service operations. Quality improvement is used as a collective expression for quality assurance, quality management and quality control. Service operations refer to private as well as to public service operations and to services in manufacturing companies. Although services play a predominant role as regards GDP and employment in the OECD countries, we still know very little about quality management in service operations. Concepts and models in organization theories, marketing and other fields are, to a great extent, based on studies of and experience from manufacturing companies. Quality is no exception, even though it has received some attention during the past 15 years, especially from researchers in Scandinavia.
Journal
Managing Service Quality – Emerald Publishing
Published: Apr 1, 1998
Keywords: Improvement; Operations management; Service quality