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

Service quality improvement

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
Times cited : (63)

References (14)
  • 2
    • 0040253764 scopus 로고    scopus 로고
    • (Service development with built-in quality), Studentlitteratur, Lund (in Swedish).
    • Edvardsson, B. (1996, Tjansteutveckling med inbyggd kvalitet (Service development with built-in quality), Studentlitteratur, Lund (in Swedish).
    • (1996) Tjansteutveckling med inbyggd kvalitet
    • Edvardsson, B.1
  • 3
    • 0002830201 scopus 로고
    • Innovative marketing strategies and organization structure for service firms
    • in Berry L.L., Shostack L. and Upah G.D. (Eds), American Marketing Association, Chicago, IL.
    • Grönroos, C. (1983, “Innovative marketing strategies and organization structure for service firms”, in Berry, L.L., Shostack, L. and Upah, G.D. (Eds), Emerging Perspectives on Services Marketing, American Marketing Association, Chicago, IL.
    • (1983) Emerging Perspectives on Services Marketing
    • Grönroos, C.1
  • 5
    • 0039661921 scopus 로고
    • Att utveckla servicekvalitet eller Varför finns det inga servicekonstruktörer?
    • a in Edvardsson B. and Gummesson E. (Eds), Liber, Lund.
    • Gummesson, E. (1988a, “Att utveckla servicekvalitet eller Varför finns det inga servicekonstruktörer?”, in Edvardsson, B. and Gummesson, E. (Eds), Management i tjänstesamhället, Liber, Lund.
    • (1988) Management i tjänstesamhället
    • Gummesson, E.1
  • 7
    • 84986129177 scopus 로고
    • Marketing revisited: the crucial role of the part-time marketer
    • Gummesson, E. (1991, “Marketing revisited: the crucial role of the part-time marketer”, European Journal of Marketing, Vol. 25 No. 2.
    • (1991) European Journal of Marketing , vol.25 , Issue.2
    • Gummesson, E.1
  • 8
    • 21144477195 scopus 로고
    • Tactile stimulation and consumer response
    • December
    • Hornik, J. (1992, “Tactile stimulation and consumer response”, Journal of Consumer Research, Vol. 19 No. 4, December, pp. 449-58.
    • (1992) Journal of Consumer Research , vol.19 , Issue.4 , pp. 449-458
    • Hornik, J.1
  • 10
    • 84993037522 scopus 로고
    • A conceptual model of service quality and its implications for future research
    • Parasuraman, A., Zeithaml, V. and Berry, L. (1985, “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, pp. 41-50.
    • (1985) Journal of Marketing , vol.49 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.2    Berry, L.3
  • 11
    • 0011691781 scopus 로고
    • The effect of cues on service quality expectations and service selection in a restaurant setting
    • 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.
    • (1992) The Journal of Services Marketing , vol.6 , Issue.4 , pp. 15-22
    • Sweeney, J.C.1    Johnson, L.W.2    Armstrong, R.W.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.