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| Tekijä: | Moore, S.A. Schlegelmilch, B.B. |
| Otsikko: | Improving service quality in an industrial setting |
| Lehti: | Industrial Marketing Management
1994 : FEB, VOL. 23:1, p. 83-92 |
| Asiasana: | |
| Vapaa asiasana: | KUNDENDIENST |
| Kieli: | eng |
| Tiivistelmä: | Perceptions of service quality can vary across different organizational hierarchies. Taking an industrial marketing perspective, this paper proposes a methodology for analyzing such differences both within and between a service organization and its industrial/commercial customers. Means of operationalizing the suggested model are discussed, and the managerial implications are demonstrated. The paper concludes with an outline of the potential benefits of the suggested investigation |
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