search query: @author Potocan, V. / total: 6
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| Author: | Zavrsnik, B. Potocan, V. |
| Title: | Management of services marketing and ISO standard 9004 |
| Journal: | Nase gospodarstvo
1996 : VOL. 42:1-2, p. 212-218 |
| Index terms: | |
| Freeterms: | SERVICE MARKETING, QUALITY, STANDARDS |
| Language: | slv |
| Abstract: | ISO Standard 9004 determines service quality in marketing.The company, wants to satisfy customer needs and expectations; that is also the basic goal of marketing.Modern definitions of services focus on the fact that a service in itself produces intangible output and does not result in owbnership of anything.A service is an activity, or benefit that one party can offer to another. Its production may or not be tied to a physical product.In services marketing, quality is the perceived level of performance of a service, but measuring can be much more difficult than for goods.Customer expectations form an important element of quality. |
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