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Volumn 26, Issue 1, 1998, Pages 35-48

Determinants of quality perception in educational administration: Potential conflict between the requirements of internal and external customers

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EID: 1642281356     PISSN: 17411432     EISSN: 17411440     Source Type: Journal    
DOI: 10.1177/0263211X98261004     Document Type: Article
Times cited : (8)

References (19)
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  • 2
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  • 3
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  • 5
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    • A Gap Analysis of Professional Service Quality
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    • Brown, S.1    Swartz, T.2
  • 7
    • 0002381637 scopus 로고
    • Measuring Service Quality: A Re-examination and Extension
    • Cronin, J. and Taylor, S. (1992) Measuring Service Quality: A Re-examination and Extension, Journal of Marketing56: 55-68.
    • (1992) Journal of Marketing , vol.56 , pp. 55-68
    • Cronin, J.1    Taylor, S.2
  • 8
    • 0000461940 scopus 로고
    • On the Measurement of Perceived Service Quality: A Conjoint Analysis Approach
    • in R. Rust and R. Oliver (eds), Thousand Oaks, CA: Sage
    • DeSarbo, W.S., Huff, L., Rolandelli, M.M. and Choi, J. (1994) On the Measurement of Perceived Service Quality: A Conjoint Analysis Approach in R. Rust and R. Oliver (eds) Service Quality: New Directions in Theory and Practice. Thousand Oaks, CA: Sage.
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    • DeSarbo, W.S.1    Huff, L.2    Rolandelli, M.M.3    Choi, J.4
  • 10
    • 79957938745 scopus 로고
    • Towards an Operations Centred Definition of Service Quality
    • in R. Teare and C. Armistead, London: Cassell
    • Galloway, R.L. (1995) Towards an Operations Centred Definition of Service Quality in R. Teare and C. Armistead, Services Management: New Directions, New Perspectives. London: Cassell.
    • (1995) Services Management: New Directions, New Perspectives
    • Galloway, R.L.1
  • 11
    • 0642313960 scopus 로고    scopus 로고
    • But Which Quality do you Mean?
    • Galloway, R.L. (1996) But Which Quality do you Mean?, Quality World22(8): 564-568.
    • (1996) Quality World , vol.22 , Issue.8 , pp. 564-568
    • Galloway, R.L.1
  • 14
    • 21344480488 scopus 로고
    • Improving Service: Managing Response Time in Hospital Operations
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    • Jones, P.1    Dent, M.2
  • 15
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    • A Framework for Designing Quality into Service Operations', in Management of Service Operations
    • (1988) Proceedings of the OMA UK International Conference
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    • (1988) , pp. 221-229
    • Lyth, D.M.1    Johnston, R.2
  • 16
    • 0001312089 scopus 로고
    • SERVQUAL: A Multi-Item Scale for Measuring Customer Perceptions of Service Quality
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988) SERVQUAL: A Multi-Item Scale for Measuring Customer Perceptions of Service Quality, Journal of Retailing64(1): 12-40.
    • (1988) Journal of Retailing , vol.64 , Issue.1 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.