Service quality improvement

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

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 April 1998


The topic for this article is quality improvement in service operations. Quality improvement is used as a collective expression for quality assurance, quality management and quality control. Service operations refer to private as well as to public service operations and to services in manufacturing companies. Although services play a predominant role as regards GDP and employment in the OECD countries, we still know very little about quality management in service operations. Concepts and models in organization theories, marketing and other fields are, to a great extent, based on studies of and experience from manufacturing companies. Quality is no exception, even though it has received some attention during the past 15 years, especially from researchers in Scandinavia.



Edvardsson, B. (1998), "Service quality improvement", Managing Service Quality: An International Journal, Vol. 8 No. 2, pp. 142-149.

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Copyright © 1998, MCB UP Limited

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