search query: @author Sherden, W. A. / total: 2
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| Author: | Sherden, W. A. |
| Title: | Gaining the service quality advantage. |
| Journal: | Journal of Business Strategy
1988 : MAR-APR, VOL. 9:2, p. 45-48 |
| Index terms: | SERVICE QUALITY COMPETITIVENESS |
| Language: | eng |
| Abstract: | Temple, Barker and Sloan (TBS) has recently undertaken extensive research into the role of service quality in the financial services industry of the US. TBS analysis throws light on the role service quality plays in competitive markets. Given the competitive advantages that excellent service offers, it is surprising that very few firms were found to be truly committed to a service quality strategy. Even about 80 percent of the major banks in the US studied listed service quality as a major corporate objective, only a select few had made the changes and the investments to deliver superior service. The quality leaders in financial services tend not to be the largest firms. The components of high quality service are discussed in detail. |
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