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A Conceptual Model of Service Quality

John Haywood‐Farmer (The University of Western Ontario, Canada)

International Journal of Operations & Production Management

ISSN: 0144-3577

Article publication date: 1 June 1988

8014

Abstract

A model of service quality is developed which includes three groups of service quality components: physical and procedural, behavioural, and judgemental. Classification schemes for service operations based on their relative degrees of labour intensity, process and product customisation, and contact and interaction between the customer and the service organisation are reviewed and synthesised. The application of the service quality model to different classes of service organisations are discussed.

Keywords

Citation

Haywood‐Farmer, J. (1988), "A Conceptual Model of Service Quality", International Journal of Operations & Production Management, Vol. 8 No. 6, pp. 19-29. https://doi.org/10.1108/eb054839

Publisher

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MCB UP Ltd

Copyright © 1988, MCB UP Limited

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