Concepedia

Service Quality: Research Perspectives

International Journal of Service Industry Management · 2005 · 81 citations · 2 references

Concepts

ManagementMarketingMarketing ManagementHealth Services ResearchService OperationsServices MarketingCustomer LoyaltyCustomer SatisfactionService EvaluationService QualityService Quality AssuranceService Quality ImprovementPerceived Service QualityService Quality GapsService Quality ManagementService Quality MeasurementService Quality Models

Abstract

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References

2

Linking service climate and customer perceptions of service quality: Tests of a causal model.

Benjamin Schneider, Susan S. White · Journal of Applied Psychology · 1998 · 1.7K citations

Business, Marketing, Organizational Behavior +13

The Relationships between Culture and Service Quality Perceptions

Olivier Furrer, Ben Shaw‐Ching Liu, Devanathan Sudharshan · Journal of Service Research · 2000 · 792 citations

Business, Marketing, Marketing Management +17