Making service‐quality improvement work
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 February 1996
Issue publication date: 1 February 1996
Abstract
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.
Keywords
Citation
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
Publisher
:MCB UP Ltd
Copyright © 1996, MCB UP Limited