Service quality and productivity: A synergistic perspective

Research output: Contribution to journalArticle

122 Scopus citations

Abstract

Companies delivering services must broaden their examination of productivity from the conventional company-oriented perspective to a dual company-customer perspective. This broadened approach can help reconcile conflicts – the leverage synergies – between improving service quality and boosting service productivity. This article proposed a conceptual framework for understanding the inter-linkages among service quality and the various components of the company-customer perspective of productivity, and discusses the implications of the framework for service executives and researchers.

Original languageEnglish (US)
Pages (from-to)6-9
Number of pages4
JournalManaging Service Quality: An International Journal
Volume12
Issue number1
DOIs
StatePublished - Feb 1 2002

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Keywords

  • Productivity
  • Service industries
  • Service quality

ASJC Scopus subject areas

  • Strategy and Management

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