Understanding how to manage and improve quality in service requires an appreciation of the unique characteristics of the service industry. Unlike manufacturing, the service experience involves the customer as co‐producer. Discusses how customers assess service quality and the factors they perceive as contributing to quality. Puts forward 13 propositions on service quality as guides to new service development.
Edvardsson, B. (1996), "Making service‐quality improvement work", Managing Service Quality: An International Journal, Vol. 6 No. 1, pp. 49-52. https://doi.org/10.1108/09604529610108153
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