Service Guarantee Strength: The key to service quality

Journal of Operations Management

Volumn 24, Issue 6, 2006, Pages 753-764

  Hays, Julie M ^a   Hill, Arthur V ^b  

^a UNIVERSITY OF ST THOMAS   (United States)

^b UNIVERSITY OF MINNESOTA   (United States)

Author keywords

Empirical research; Human resources OM interface; Quality; Service operations

Indexed keywords

CUSTOMER SATISFACTION; INDUSTRIAL RESEARCH; MOTIVATION; PERSONNEL; STANDARDS;

EMPIRICAL RESEARCH; OM INTERFACE; QUALITY; SERVICE OPERATIONS;

QUALITY CONTROL;

EID: 33751202680     PISSN: 02726963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jom.2005.08.003     Document Type: Article

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