MANAGING SERVICE QUALITY

Article French OPEN
Andreea BUDEANU;
(2015)
  • Publisher: Romanian Foundation for Business Intelligence
  • Journal: Management Intercultural,issue 33 June,pages167-172 (issn: 1454-9980)
  • Subject: Customer satisfaction, SERVQUAL instrument, Total Quality Management | HF5001-6182 | Customer satisfaction | Business | SERVQUAL instrument | Total Quality Management
    • jel: jel:M10

Services are today the dominant sector of the economic activity both in terms of economic performance and labor utilization. Becoming an essential part of today’s society, they are considered the basis of a healthy economy, fact that has increased the importance of ser... View more
  • References (14)
    14 references, page 1 of 2

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    [5]Deming, W.E.,(1986), Out of the Cambridge University Press, Cambridge [6]Fecikova, I. (2004), An index method for measurement of customer satisfaction, The TQM Magazine, vol. 16: 57

    [7]Ghobadian, A., Speller, S. and Jones, M. (1994), Service quality: concepts and models, International Journal of Quality & Reliability Management, Vol. 11 No. 9: 43

    [8]Grönroos, C. (1984), A Service Quality Model and its Marketing Implications, European Journal of Marketing, 18(4): 36

    [9]Grönroos, C. (1990), Service Management: A Management Focus for Service Competition, International Journal of Service Industry Management, Vol. 1 No. 1

    [10]Grönroos, C. (2007), Service Management and Marketing, Lexington Books, England

    [11]Gupta et al. (2005), Quality management in service firms: sustaining structures of total quality service, Managing Service Quality, vol. 15, p. 389 [12]Juran, J. M. ( 1986), The Quality Trilogy, Quality Progress 10, no: 19-24

    [13]Lakhe, R.R., Mohanty; R.P. (1995), Understanding TQM in service systems, The International Journal of Quality & Reliability Management 12.9: 139

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