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. https://doi.org/10.1108/08876049110035675
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