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Service quality and productivity: a synergistic perspective

A. Parasuraman (Professor and Holder of the James W. McLamore Chair, Marketing Department, College of Business Administration, University of Miami, Florida, USA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 February 2002



Companies delivering services must broaden their examination of productivity from the conventional company‐oriented perspective to a dual company‐customer perspective. This broadened approach can help reconcile conflicts – the leverage synergies – between improving service quality and boosting service productivity. This article proposed a conceptual framework for understanding the inter‐linkages among service quality and the various components of the company‐customer perspective of productivity, and discusses the implications of the framework for service executives and researchers.



Parasuraman, A. (2002), "Service quality and productivity: a synergistic perspective", Managing Service Quality: An International Journal, Vol. 12 No. 1, pp. 6-9.




Copyright © 2002, MCB UP Limited

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