Managing quality in manufacturing versus services: A comparative analysis

Managing Service Quality: An International Journal

Volumn 7, Issue 5, 1997, Pages 242-247

  Dale, B G ^a   Barber, K D ^b   Williams, R T ^c   Van Der Wiele, T ^c  

^a UNIVERSITY OF MANCHESTER   (United Kingdom)

^b UNIVERSITY OF MANCHESTER   (United Kingdom)

^c ERASMUS UNIVERSITY ROTTERDAM   (Netherlands)

Author keywords

Comparative method; Manufacturing; Quality management; Service quality

Indexed keywords

EID: 84986136030     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604529710172881     Document Type: Review

References (12)

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2. Cowell, D. (1991), The Marketing of Services, Butterworth-Heinemann, Oxford.
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4. Goodman, J., Malech, A. and Marra, T. (1990), “Setting priorities for satisfaction improvement”, in Zemker and Bell, C.R.C. (Eds), S ervice Wisdom, Lakewood Books, Minneapolis, MN.
5. Grönroos, C. (1990), Services Management and Marketing: Managing the Moments of Truth in a Service Competition, exington Books, New York, NY.
6. Hart, C.W.L., Hesketh, J.L. and Sasser, W.E. (1990), “The profitable art of service recovery”, Harvard Business Review, Vol. 90 No. 4, pp. 145-56.
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8. Parasuraman, A., Zeithmal, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 14-40.
9. Powers, T.L. (1991), Modern Business Marketing: A Strategic Planning Approach to Business and Control Market, West Publishing Company, St Paul, MN.
10. Rosander, A.C. (1985), The Quest for Quality of Services, Quality Press, New York, NY.
11. Schlesinger, L.A. and Hesketh, J.L. (1991), “Breaking the cycle of failures in service”, Sloan Management Review, Vol. 32 No. 3, pp. 17-28.
12. Stauss, B. and Hertschel (1992), “Attribute-based versus incident based measurement of service quality: results of an empirical study in the German car service industry”, in Kunst, P. and Lemmink, J. (Eds), Quality Management in Services, Van Gorcum, Assen/Maastricht.