Right first time in service:a checklist of best practice and the link to performance

Journal of Services Marketing

Volumn 11, Issue 6, 1997, Pages 366-374

  Caruana, Albert ^a   Pitt, Leyland F ^b  

^a UNIVERSITY OF MALTA   (Malta)

^b CARDIFF UNIVERSITY   (United Kingdom)

Author keywords

Business planning; Customer satisfaction; Customer service; Service quality

Indexed keywords

EID: 84986121029     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876049710187473     Document Type: Article

References (7)

1. Berry, L.L. and Parasuraman, A. (1991), Marketing Services-Competing through Quality, The Free Press, New York, NY.
2. Buzzell, R.D. and Gale, B.T. (1987), The PIMS Principles, The Free Press, New York, NY.
3. Dess, G.G. and Robinson R.B. (1984), “Measuring organizational performance in the absence of objective measures: the case of the privately-held firm and conglomerate business unit, ” Strategic Management Journal, Vol. 5, July-September, pp. 265-73.
4. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality, ” Journal of Retailing, Vol. 64, Spring, pp. 12-40.
5. Parasuraman, A., Zeithaml, V.A., and Berry, L.L. (1990), “Guidelines for conducting service quality research, ” Marketing Research, December, pp. 34-41.
6. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1991 “Refinement and reassessment of the SERVQUAL scale, ” Journal of Retailing, Vol. 67 No. 4, Winter, pp. 420-50.
7. Pearce, J.A., Robbins, D.K. and Robinson, R.B. (1987), “The impact of grand strategy and planning formality on financial performance”, Strategic Management Journal, Vol. 8, Mar/Apr, pp.125-34.