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Service Quality: the Front‐stage vs. the Back‐stage Perspective

W. Glynn Mangold (Associate Professor of Marketing at the University of Louisville. He received his D.B.A. in 1985 at Memphis State University.)
Emin Babakus (Associate Professor of Marketing at Memphis State University. He received his Ph.D. from the University of Alabama in 1985.)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 April 1991



Evaluates customers′ and employees′ service quality expectations and perceptions from the example of a hospital environment. Considers employees′ responses in administrative and nonadministrative categories. Notes differences between the groups and discusses the managerial implications arising from the differences found. Includes a detailed description of the methodology involved in the study.



Glynn Mangold, W. and Babakus, E. (1991), "Service Quality: the Front‐stage vs. the Back‐stage Perspective", Journal of Services Marketing, Vol. 5 No. 4, pp. 59-70.




Copyright © 1991, MCB UP Limited

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