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Making service‐quality improvement work
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.ORCID iD: 0000-0003-2705-0836
1996 (English)In: Managing Service Quality, ISSN 0960-4529, Vol. 6, no 1, 49-52 p.Article in journal (Refereed) Published
Abstract [en]

Understanding how to manage and improve quality in service requires an appreciation of the unique characteristics of the service industry. Unlike manufacturing, the service experience involves the customer as co‐producer. Discusses how customers assess service quality and the factors they perceive as contributing to quality. Puts forward 13 propositions on service quality as guides to new service development.

Place, publisher, year, edition, pages
1996. Vol. 6, no 1, 49-52 p.
Keyword [en]
Customers, Customer satisfaction, Kaizen, Quality
National Category
Business Administration
Research subject
Business Administration
URN: urn:nbn:se:kau:diva-22813DOI: 10.1108/09604529610108153OAI: diva2:596567
Available from: 2013-01-22 Created: 2013-01-22 Last updated: 2015-07-03Bibliographically approved

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