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Service Quality Improvement
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.ORCID iD: 0000-0003-2705-0836
1998 (English)In: Managing Service Quality, ISSN 0960-4529, Vol. 8, no 2, 142-149 p.Article in journal (Refereed) Published
Abstract [en]

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.

Place, publisher, year, edition, pages
1998. Vol. 8, no 2, 142-149 p.
Keyword [en]
Improvement, Operations management, Service quality
National Category
Business Administration
Research subject
Business Administration
URN: urn:nbn:se:kau:diva-23402DOI: 10.1108/09604529810206972OAI: diva2:597160
Available from: 2013-01-22 Created: 2013-01-22 Last updated: 2015-07-03Bibliographically approved

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