search query: @indexterm SERVICE QUALITY / total: 221
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| Author: | Johns, N. |
| Title: | What is this thing called service? |
| Journal: | European Journal of Marketing
1999 : VOL. 33:9/10, p. 958-973 |
| Index terms: | MARKETING SERVICE INDUSTRIES SERVICE QUALITY |
| Language: | eng |
| Abstract: | The article explores the richness of meaning that has grown up around the service concept in the management literature. The paper examines the subtleties which arise when "service" is used to denote industries, outcomes and processes, and explores more specific service concepts, such as the quality of service encounters and service experiences. The paper concludes that many of the concept's ambiguities relate to the use of the word "service" and shifts of meaning which result. |
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