Managing quality in information services

Information Services and Use

Volumn 16, Issue 1, 1996, Pages 51-61

  Rowley, Jennifer ^a  

^a EDGE HILL UNIVERSITY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 5244313709     PISSN: 01675265     EISSN: None     Source Type: Journal    
DOI: 10.3233/ISU-1996-16106     Document Type: Article

References (29)

1. R.B. Chase and N.J. Aquilano, Production and Operations Management: A Live Cycle Approach, Irin, Homewood, IL, 1992.
2. B.G. Dale, D.M. Lascelles and J.J. Plunkett, The process of total quality management, in: Managing Quality, D.G. Dales and J.J. Plunkett, eds, Philip Allan, Oxford, 1990, pp. 3-18.
3. T.A. DeCotiis and T.P. Summers, A path analysis of a model of antecedents and consequences of organisational commitment, Human Relations 40(7) (1987), 445-470.
4. J.A. Dotchin and J.S. Oakland, Total quality management in services. Part 1: Understanding and classifying services, International Journal of Quality and Reliability Management 11(3) (1994), 9-26.
5. J.A. Dotchin and J.S. Oakland, Total quality management in services. Part 2: Service quality, International Journal of Quality and Reliability Management 11(3) (1994), 27-42.
6. N.L. Enrick, Quality, Reliability and Process Improvement, Industrial Press, New York, 1985.
7. D.A. Garvin, Quality on the line, Harvard Business Review 61 (September-October, 1983), 65-73.
8. C. Gronroos, Strategic Management and Marketing in the Service Sector, Bromley, Chartwell Bratt, 1984.
9. C. Gronroos, Service quality: The six criteria of good perceived quality service, Review of Business 9(3) (Winter, 1988), 10-13.
10. L. Harvey and D. Green, Defining quality, Assessment and Evaluation in Higher Education 18 (1993), 9-34.
11. M.-B. Hedvall and M. Paltschik, An investigation in and the generation of service quality concepts, in: Marketing Thought and Practices in the 1990s, G.J. Avlonitis et al., eds, European Marketing Academy, Greece, 1989, pp. 473-483.
12. C. Hjorth-Anderson, The concept of quality and the efficiency of markets for consumer products, Journal of Consumer Research 11 (September, 1984), 708-718.
13. M.B. Holbrook and K.P. Corfman, Quality and value in the consumption experience. Phaldrus rides again, in: Perceived Quality, J. Jacoby and J. Olson, eds, Lexington Books, Lexington, MA, 1985, pp. 31-57.
14. J.M. Juran, The quality trilogy, Quality Progress 19(18) (August, 1986), 19-24.
15. J.R. Lehtinen and O. Lehtinen, Service quality: a study of quality dimensions. Unpublished working paper, Service Management Institute, Helsinki, 1982.
16. B.R. Lewis, Quality in the service sector: A review, International Journal of Bank Marketing 7(5) (1989), 4-12.
17. J. Oberele, Quality gurus: the men and their message. Training, 47-52, 1990.
18. R. Oliver, Measurement and evaluation of satisfaction process in retail settings, Journal of Retailing 57 (Fall, 1981), 25-48.
19. R.W. Olstavsky, Perceived quality in consumer decision making: An integrated theoretical perspective, in: Perceived Quality, J. Jacoby and J. Olson, eds, Lexington Books, Lexington, MA, 1985.
20. A. Parasuraman, V. Zeithaml and L. Berry, A conceptual model of service quality and its implications for future research, Journal of Marketing 49 (Fall, 1985), 41-50.
21. A. Parasuraman, V.A. Zeithaml and L.L. Berry, SERVQUAL: A multiple-item scale for measuring consumer perception of service quality, Journal of Retailing 64 (Spring, 1988), 12-40.
22. A. Parasuraman, V. Zeithmal and L. Berry, Refinement of expectations as a comparison standard in measuring service quality: Implications for further research, Journal of Retailing 67(4) (1991), 420-450.
23. S.P. Robbins, Organization Theory: Structure, Design and Application, 3rd edn, Prentice Hall, Englewood Cliffs, NJ, 1990.
24. J.E. Rowley, SERVQUAL: measuring service quality: A literature review and tutorial. Forthcoming, 1996.
25. W.E. Sasser, R.P. Olsen and D.D. Wyckoff, Management of Service Operations, Allyn & Bacon, Boston, MA, 1988.
26. G.L. Shostack, Breaking free from product marketing, Journal of Marketing 47(2) (1977), 73-80.
27. G.L. Shostack, Planning the science encounter, in: The Science Encounter, J.A. Czepiel, M.R. Solomon and C.F., eds, Lexington Books, New York, 1985, pp. 243-254.
28. V. Zeithaml, Defining and relating price, perceived quality and perceived value. Request No. 87-101, Marketing Science Institute, Cambridge, MA, 1987.
29. E. Babakus and G.W. Boller, Equivocal assessment of the SERVQUAL scale, Journal of Empirical Business Research 24 (1992), 253-268.