Managing Quality in a “Hidden” Service
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 December 1994
Abstract
Examines service quality in a US gas company. Illustrates a recently developed service quality model and methodology for the measurement and analysis of service quality and identifies specific improvements that must be made to the design and delivery of service to meet and exceed customer expectations.
Keywords
Citation
Apte, U. and Martin, R. (1994), "Managing Quality in a “Hidden” Service", Managing Service Quality: An International Journal, Vol. 4 No. 6, pp. 20-24. https://doi.org/10.1108/09604529410074117
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited