haku: @journal_id 39 / yhteensä: 403
viite: 84 / 403
| 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. |
SCIMA