Service quality improvement

Managing Service Quality: An International Journal

Volumn 8, Issue 2, 1998, Pages 142-149

  Edvardsson, bo ^a  

^a KARLSTAD UNIVERSITY   (Sweden)

Author keywords

Improvement; Operations management; Service quality

Indexed keywords

EID: 84992954895     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604529810206972     Document Type: Review

References (14)

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11. Sweeney, J.C., Johnson, L.W. and Armstrong, R.W. (1992, “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.
12. Thomasson, B. (1993, Tjänstekvalitet - Kundorienterad och kompetensbaserad kvalitetsutveckling, Forskningsrapport, CTF, Högskolan i Karlstad, Karlstad. Diss.
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14. Zeithaml, V., Parasuraman, A. and Berry, B. (1990, Delivering Quality Service - Balancing Customer Perceptions and Expectations, The Free Press, New York.