Meeting the service quality challenge: structural problems and solutions

Ugur Yavas (Ugur Yavas is Professor of Marketing at East Tennessee State University, Johnson City, Tennessee, USA)
Donald J. Shemwell (Donald J. Shemwell is Assistant Professor of Marketing at East Tennessee State University, Johnson City, Tennessee, USA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 August 1997

Abstract

Presents real‐life and day‐to‐day examples of service delivery problems which will be familiar to all readers. Then provides practical re‐engineering solutions to remedy the problems. The vignettes illustrating the problems are all real‐life cases based on the experiences of the authors, and the solutions they propose are also based on their encounters with service providers as educators and consultants, and talks to business audiences by both parties.

Keywords

Citation

Yavas, U. and Shemwell, D. (1997), "Meeting the service quality challenge: structural problems and solutions", Managing Service Quality: An International Journal, Vol. 7 No. 4, pp. 198-203. https://doi.org/10.1108/09604529710173024

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Publisher

:

MCB UP Ltd

Copyright © 1997, MCB UP Limited

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