An important but much neglected aspect of service quality is integrity. Discusses the nature and benefits of service integrity. Begins by discussing what service integrity is and why it is important. Describes and discusses integrity breakdowns and the business benefits of service integrity. Concludes with some guidelines on how to manage service integrity and suggestions for further research.
Scheuing, E. and Edvardsson, B. (1994), "Service Integrity", Managing Service Quality: An International Journal, Vol. 4 No. 4, pp. 24-31. https://doi.org/10.1108/09604529410065234Download as .RIS
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