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Managing Quality in a “Hidden” Service

Uday Apte (Associate Professor of Management Information Sciences at the Edwin L. Cox School of Business, Southern Methodist University, Dallas, Texas. His research interests include service quality, globalization of service and service operations management.)
with
Reid Martin (MBA student, Edwin L. Cox School of Business.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 December 1994

5493

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

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