haku: @author Güthoff, J. / yhteensä: 2
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| Tekijä: | Benkenstein, M. Güthoff, J. |
| Otsikko: | Qualitätsdimensionen komplexer Dienstleistungen: Konzeptionelle Operationalisierung und empirische Validierung auf der Grundlage von SERVQUAL und eines Teilleistungsmodells |
| Lehti: | Marketing: Zeitschrift fur Forschung und Praxis
1997 : 2.Q, VOL. 19:2, p. 81-92 |
| Asiasana: | SERVICE QUALITY CONSUMERS |
| Kieli: | ger |
| Tiivistelmä: | Concerning the question whether the quality dimensions derived in different models of service quality can be transferred to complex services, it has been shown that they do not take into account the complex services' particularities in a sufficient way. In contrast to this, a model for complex services consisting of many different service components has been developed and empirically proved. As a result, it is shown that consumers perceive such services on the basis of the different service components. The total quality will not, therefore, be evaluated by dimensions but by aggregating the qualities of the single components of the service. |
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