search query: @indexterm SERVICE QUALITY / total: 221
reference: 182 / 221
| Author: | Ruyter, K. de |
| Title: | The dynamics of the service delivery process: a value-based approach |
| Journal: | International Journal of Research in Marketing
1997 : JUL, VOL. 14:3, p. 231-244 |
| Index terms: | MARKETING RESEARCH SERVICE QUALITY |
| Language: | eng |
| Abstract: | Recent research linking service quality and service satisfaction has raised issues which require conceptual and empirical elaboration. Among these are the formation of satisfaction during the service delivery process and the role of customer value. In this article, the focus is on how different stages in the service delivery process can be profiled in terms of three axiological value dimensions and how each stage relates to an overall satisfaction judgement. |
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