haku: @author Szmigin, I. / yhteensä: 12
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| Tekijä: | Szmigin, I. |
| Otsikko: | Managing quality in business-to-business services |
| Lehti: | European Journal of Marketing
1993 : VOL. 27:1, p. 5-21 |
| Asiasana: | QUALITY SERVICE INDUSTRIES CUSTOMERS |
| Kieli: | eng |
| Tiivistelmä: | This article puts forward the case for analyzing service business clients' expectations of quality. It proposes that an ongoing survey of clients' expectations can play a useful role in the beneficial development and running of client/supplier relationships. A classification that encapsulates three aspects of quality is suggested which can act as the basis for an ongoing review of client/supplier relationships relevant to most business-to-business services. The three elements of the classification scheme are defined as "hard", "soft" and "outcome" quality. |
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