TY  - CHAP
AB  - Quality is often defined as cognitive perceptual attributes or properties, and researchers often disagree about which terms should be appropriate in determining quality(Reeves & Bednar, 1994). Business research in marketing attaches value to the properties of quality (Zeithaml, 1988) and measures this in terms of ‘money’ and customer ‘expectations’. The idea of connecting quality to values through a persistent market – that is determining measurable accounts to products and properties – relies on the idea of an invisible hand controlling the market by competition (March, 1994; Smith, 1776/1976), and it assumes there is a reliable way to control quality and value. But discussions and debates arise when discussing the quality or value of abstract phenomena such as service.
VL  - 3
SN  - 978-1-78052-737-6, 978-1-78052-736-9/2043-0523
DO  - 10.1108/S2043-0523(2012)0000003012
UR  - https://doi.org/10.1108/S2043-0523(2012)0000003012
AU  - Lauesen Linne Marie
ED  - Güler Aras
ED  - David Crowther
PY  - 2012
Y1  - 2012/01/01
TI  - Chapter 8 Sustainability Strategies in Public Service
T2  - Business Strategy and Sustainability
T3  - Developments in Corporate Governance and Responsibility
PB  - Emerald Group Publishing Limited
SP  - 177
EP  - 201
Y2  - 2024/04/18
ER  -