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Making service‐quality improvement work

Bo Edvardsson (Bo Edvardsson is Associate Professor and Director of the Service Research Center at the University of Karlstad, Sweden)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 February 1996

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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.

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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

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MCB UP Ltd

Copyright © 1996, MCB UP Limited