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Two Approaches to Service Quality Dimensions

โœ Scribed by Lehtinen, Uolevi; Lehtinen, Jarmo R.

Book ID
126295287
Publisher
Frank Cass & Co. Ltd
Year
1991
Tongue
English
Weight
860 KB
Volume
11
Category
Article
ISSN
0264-2069

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Service quality researchers to date have paid scant attention to the issue of the dimensions of service quality. Much of the earlier work accepted the content measured by the SERVQUAL instrument. Following the argument that SERVQUAL only reflects the service delivery process, the study empirically e