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| Author: | Berry, L. L. Zeithaml, V. A. Parasuraman, A. |
| Title: | Five imperatives for improving service quality |
| Journal: | Sloan Management Review
1990 : SUMMER, VOL. 31:4, p. 29-38 |
| Index terms: | QUALITY SERVICE CUSTOMERS SERVICE MANAGEMENT |
| Language: | eng |
| Abstract: | The results of three completed phases of a research program, initiated in 1983 under the auspices of the Marketing Science Institute, are summarized. Five principal dimensions customers use to judge a company's service were identified: 1. Tangibles (the appearance of physical facilities, equipment, personnel, and communication materials); 2. Reliability (the ability to perform the promised service dependably and accurately); 3. Responsiveness (the willingness to help customers and to provide prompt service); 4. Assurance (the knowledge and courtesy of employees and their ability to convey trust and confidence); 5. Empathy (the provision of caring, individualized attention to customers). |
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