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A Model For Analyzing Quality in the Service Delivery Process · Study

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ChapterA Model For Analyzing Quality in the Service Delivery Process

Pamela K. Armstrong1995

Chapter1995

A Model For Analyzing Quality in the Service Delivery Process

Pamela K. Armstrong

17 citations·0/0 files stored·International studies in the service economy

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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 1982Out of the Crisis 1991A Multistage Model of Customers' Assessments of Service Quality and Value 1986Servqual : a multiple-item scale for measuring customer perceptions of service quality 1971Comparison of Bayesian and regression approaches to the study of information processing in judgment 1979Linear regression and process-tracing models of judgment.1989Courtyard by Marriott: Designing a Hotel Facility with Consumer-Based Marketing Models 1991A Service Quality Process Map for Credit Card Processing

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2008Statistical process control for multistage manufacturing and service operations: a review and some extensions

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Papers that cite the same references — the relational fallback while embeddings are still backfilling.

1995Return on Quality (ROQ): Making Service Quality Financially Accountablearticle · 4 shared references 1999What You Don't Know About Customer-Perceived Quality: The Role of Customer Expectation Distributionsarticle · 4 shared references 2000Using service quality data for competitive marketing decisionsarticle · 4 shared references 2014Measuring Perceived Service Quality Offline vs. Online: A New PeSQ Conceptual Modelarticle · 4 shared references 1993Customer satisfaction, customer retention, and market sharearticle · 3 shared references 1996SERVQUAL: review, critique, research agendaarticle · 3 shared references

Details

Year1995

Typechapter

Published1995-01-01

VenueInternational studies in the service economy

ISSN-L0924-6363

Languageen

Citations17

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1007/978-94-011-0073-1_12

openalex_workW2186196290

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