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| Tekijä: | Filiatrault, P. Harvey, J. Chebat, J.-C. |
| Otsikko: | Service quality and service productivity management practices |
| Lehti: | Industrial Marketing Management
1996 : MAY, VOL. 25:3, p. 243-255 |
| Asiasana: | MARKETING PRODUCTIVITY UNDERWRITING |
| Kieli: | eng |
| Tiivistelmä: | This article reports the results of empirical research on service quality and service productivity management practices. The objective of the research is to gain a better understanding of these practices through a comparative analysis of large and small businesses, of firms, delivering services to organizations and to consumers, and of unionized and nonunionized firms. A second objective is to correlate these two practices to two performance variables: financial results and perceived customer satisfaction. |
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