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Service Integrity

Eberhard E. Scheuing (Professor of Marketing and Director of the Business Research Institute, St John’s University, Jamaica, New York 11439, USA.)
Bo Edvardsson (Associate Professor of Business Administration and Director of the Service Research Center at the University of Karlstad, P O Box 9055, S‐650 09 Karlstad, Sweden.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 August 1994

2703

Abstract

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.

Keywords

Citation

Scheuing, E.E. and Edvardsson, B. (1994), "Service Integrity", Managing Service Quality: An International Journal, Vol. 4 No. 4, pp. 24-31. https://doi.org/10.1108/09604529410065234

Publisher

:

MCB UP Ltd

Copyright © 1994, MCB UP Limited

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