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Service Quality the Frontstage vs. the Backstage Perspective

Service Quality the Frontstage vs. the Backstage Perspective Evaluates customers and employees service quality expectationsand perceptions from the example of a hospital environment. Considersemployees responses in administrative and nonadministrative categories.Notes differences between the groups and discusses the managerialimplications arising from the differences found. Includes a detaileddescription of the methodology involved in the study. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Service Quality the Frontstage vs. the Backstage Perspective

Glynn Mangold, W.; Babakus, Emin
Journal of Services Marketing , Volume 5 (4): 12 – Apr 1, 1991
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12 pages

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0887-6045
DOI
10.1108/08876049110035675
Publisher site
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Abstract

Evaluates customers and employees service quality expectationsand perceptions from the example of a hospital environment. Considersemployees responses in administrative and nonadministrative categories.Notes differences between the groups and discusses the managerialimplications arising from the differences found. Includes a detaileddescription of the methodology involved in the study.

Journal

Journal of Services Marketing – Emerald Publishing

Published: Apr 1, 1991

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