haku: @author Lancioni, R. / yhteensä: 7
viite: 6 / 7
| Tekijä: | Johnson, R. Tsiros, M. Lancioni, R. |
| Otsikko: | Measuring service quality: a systems approach |
| Lehti: | Journal of Services Marketing
1995 : VOL. 9:5, p. 6-19 |
| Asiasana: | CUSTOMERS MEASUREMENT QUALITY |
| Kieli: | eng |
| Tiivistelmä: | Initially, development of theory and processes for the evaluation of service quality lagged behind that for evaluating product quality. Even now, service quality measurement is beset by several problems. The paper describes some of the difficulties in evaluating service quality and presents a framework for evaluating it which uses a general systems theory approach. The paper suggests that to understand consumers' views of the quality level in the firm, service managers should consider perceptions of service outcomes. |
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