Making service-quality improvement work

Managing Service Quality: An International Journal

Volumn 6, Issue 1, 1996, Pages 49-52

  Edvardsson, bo ^a  

^a KARLSTAD UNIVERSITY   (Sweden)

Author keywords

Customer satisfaction; Customers; Kaizen; Quality

Indexed keywords

EID: 84986047285     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604529610108153     Document Type: Review

References (6)

1. Townsend, P. and Gebhart, J., Commit to Quality, Wiley, New York, NY, 1986.
2. Gummesson, E., “Att utveckla servicekvalitet eller Varför finns det inga servicekonstruktörer?”, in Edvardsson, B. and Gummesson, E. (Eds), Management i tjänstesamhället, Liber, Lund (in Swedish).
3. Parasuraman, A., Zeithaml, V. and Berry, L., “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, 1985, pp. 41-50.
4. Zeithaml, V., Parasuraman, A. and Berry, L., Delivering Quality Service - Balancing Customer Perceptions and Expectations, The Free Press, New York, NY, 1990.
5. Hornik, J., “Tactile stimulation and consumer response”, Journal of Consumer Research, Vol. 19 No. 4, December 1992, pp. 449-58.
6. Sweeney, J.C., Johnson, L.W. and Armstrong, R.W., “The effect of cues on service quality expectations and service selection in a restaurant setting”, The Journal of Services Marketing, Vol. 6 No. 4, pp. 15-22.