Beyond measuring service quality: Learning from the voices of the customers, the staff, the processes, and the organization

Library Trends

Volumn 49, Issue 4, 2001, Pages 635-661

  Phipps, Shelley ^a  

^a University of Arizona Library   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0035535980     PISSN: 00242594     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Review

References (18)

1. TQM: An integrative methodology for doing "more with less" in public service
2. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality
3. Performance measurement as a methodology for assessing team and individual performance: The University of Arizona Library experience
4. Coming to a new awareness of organizational culture
5. Using the critical incident technique in measuring and managing service quality