Assessing and improving service performancefor maximum impact

Insights from a two-decade-long research journey

Research output: Contribution to journalArticle

60 Citations (Scopus)

Abstract

Starting in 1983, and sponsored by the Marketing Science Institute (MSI), the service research journey has consisted of multiple research phases that have covered a variety of sectors, employed both qualitative and quantitative research techniques and included interviews with managers, employees and customers of dozens of organizations. The focus of this paper has been on understanding, measuring and improving service quality. The research has produced concepts, models and tools, which are now widely used for evaluating service quality in the commercial sector.

Original languageEnglish (US)
Pages (from-to)45-52
Number of pages8
JournalPerformance Measurement and Metrics
Volume5
Issue number2
DOIs
StatePublished - Aug 1 2004

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quantitative research
research method
qualitative research
marketing
customer
employee
manager
interview
science
Journey
Employees
Marketing
Managers

Keywords

  • Customer services quality
  • Performance measures

ASJC Scopus subject areas

  • Literature and Literary Theory
  • Library and Information Sciences

Cite this

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