search query: @indexterm SERVICE MANAGEMENT / total: 228
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| 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? |
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