haku: @journal_id 69 / yhteensä: 714
viite: 310 / 714
| Tekijä: | Zeithaml, V. A. Berry, L. L. Parasuraman, A. |
| Otsikko: | Communication and control processes in the delivery of service quality. |
| Lehti: | Journal of Marketing
1988 : APR, VOL. 52:2, p. 35-48 |
| Asiasana: | SERVICE MARKETING QUALITY ORGANIZATIONAL BEHAVIOUR EMPLOYEE ATTITUDES MODELS |
| Kieli: | eng |
| Tiivistelmä: | The problem of delivering consistently good service quality is discussed. A set of factors is examined affecting the magnitude and direction of the gaps on the marketers' side. Most of these factors involve communication and control processes implemented in organizations to manage employees. Other factors involve consequences of these processes. Literature on these topics is reviewed and integrated with qualitative data from an exploratory study to help to understand the way organizational processes affect service quality. The detailed conceptual explication of a service quality model is presented. The steps necessary to test the model empirically are discussed. |
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