TY  - JOUR
AB  - 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.
VL  - 6
IS  - 1
SN  - 0960-4529
DO  - 10.1108/09604529610108153
UR  - https://doi.org/10.1108/09604529610108153
AU  - Edvardsson Bo
PY  - 1996
Y1  - 1996/01/01
TI  - Making service‐quality improvement work
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 49
EP  - 52
Y2  - 2024/04/25
ER  -