haku: @author Parasurman, A. / yhteensä: 1
viite: 1 / 1
« edellinen | seuraava »
Tekijä: | Parasurman, A. Berry, L. L. Zeithaml, V. A. |
Otsikko: | Perceived service quality as a customer-based performance measure (Verbraucherforschung) |
Lehti: | Human Resource Management
1992 : FALL, VOL. 30:3, p. 335-364 |
Asiasana: | |
Vapaa asiasana: | KUNDENDIENST, QUALITÄTSPOLITIK, QUALITÄTSKONTROLLE |
Kieli: | eng |
Tiivistelmä: | This study examines organizational barriers to deliver high quality service performance as measured by customer perceptions and expectations. Using an extended service quality model as a conceptual framework, propositions implied by the model and by earlier studies were tested. This required a complex research design involving service companies as well as samples of customers, employees, and managers from each company. Practical implications and an agenda for future research are discussed. |
« edellinen | seuraava »
SCIMA