Business Service Management : Service and Service Quality

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Provided by: Queensland Treasury Corporation
Topic: Big Data
Format: PDF
Managing service quality is of primary importance for organizations that are increasingly service oriented, and offering a growing range of services to external and internal customers. Managing service quality requires the capacity to measure service quality, concomitantly requiring explicit conceptions of 'Service' and 'Service quality'. This paper explores three keys areas of service and service marketing literature: service definition and conceptualization, service classifications, and service quality models, and make the following observations and proposals.
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