Details the advantages and disadvantages of service specifications, highlighting the point that measurement of service quality is no longer possible by comparing output to specifications, but only by asking the customer for their perceived quality. Identifies the components of service quality and following on from these, the creation of service specifications. Looks at the possible solutions to the problems of specifications, which can come from quality managers, marketing managers and top management.
Boomsma, S. (1992), "A clear view", Managing Service Quality: An International Journal, Vol. 2 No. 1, pp. 31-33. https://doi.org/10.1108/09604529210029001
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