Analyzing the Value of Service Quality Management: Gaining Competitive Advantages
Parasuraman, Zeithaml and Berry (1990) demonstrate Service Qualitymeasurements that incorporate customer expectations provide richer informationthan those that focus on perceptions only. Also, executives in companies thathave switched to a disconfirmation-based measurement approach have greaterdiagn...
| Main Author: | |
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| Format: | Electronic Article |
| Language: | English |
| Check availability: | HBZ Gateway |
| Journals Online & Print: | Drawer...
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| Fernleihe: | Fernleihe für die Fachinformationsdienste |
| Published: |
Proquest
2003
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| In: |
International journal of value-based management
Year: 2003, Volume: 16, Issue: 2, Pages: 131-152 |
| Further subjects: | B
value of service quality
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| Online Access: |
Volltext (lizenzpflichtig) |