search query: @author Jackson, W. III / total: 1
reference: 1 / 1
« previous | next »
Author: | Roth, A. Jackson, W. III |
Title: | Strategic determinants of service quality and performance: evidence from the banking industry |
Journal: | Management Science
1995 : NOV, VOL. 41:11, p. 1720-1733 |
Index terms: | COMPETITIVE ADVANTAGE OPERATIONS MANAGEMENT SERVICE MANAGEMENT |
Language: | eng |
Abstract: | This paper focuses on an important new service management strategy: the operations capabilities-service quality- performance triad (C-SQ-P). In order to understand what generic operations capabilities influence the strategic behavior or high performing service firms, the authors explore three related questions: What generic operations capabilities are among the strategic determinants of service quality? Does service quality affect market performance? how is market conduct related to the C-SQ-P triad? |
« previous | next »
SCIMA