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ArticleService quality and service productivity management practices

Pierre Filiatrault1996

Article1996

Service quality and service productivity management practices

Pierre Filiatrault · Jean‐Charles Chebat

60 citations·0/0 files stored·Industrial Marketing Management

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Customer Service Quality and Loyalty Quality and Supply Management Management Systems and Quality Improvement

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1984A Service Quality Model and its Marketing Implications 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research 1982How to Design a Service 1993Tracking the evolution of the services marketing literature 1987Service Positioning through Structural Change 1993Building a new academic field—The case of services marketing

Cited by

2014Supporting Sustainable Strategies for SMEs through Training, Cooperation and Mentoring 1999Communications and Expectations in After-Sales Service Provision 2004A marketing‐relevant framework for understanding service worker productivity 2018Assessment Of Service Quality And Consumer Satisfaction In A Hungarian Spa 2006The effects of customer contact on conformance quality and productivity in Chinese service firms

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Year1996

Typearticle

Published1996-05-01

VenueIndustrial Marketing Management

ISSN-L0019-8501

Languageen

Citations60

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/0019-8501(95)00129-8

openalex_workW2062012617

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2015

Service productivity as mutual learning

2011Dienstleistungsproduktivität – Stand der Forschung und Zusammenhang zu zentralen vorökonomischen Größen im Dienstleistungsmarketing

2020Perceptions of Indian managers on the impact of convergent technologies on work and resultant organisational performance in service industry