SERVICE QUALITY: DEFINITIONS, DETERMINANTS AND MEASUREMENT

Concerned with customer service/quality in service sector organizations, reviews some of the core literature in which service quality is defined and its determinants are identified. Follows with some examples of research completed in the Manchester School of Management which focus on the measurement of service quality in the health care sector; namely, hospital in‐patients, general practice patients, and users of family planning services.

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Year of publication:	1993
Authors:	Lewis, Barbara R.
Published in:	Training for Quality. - MCB UP Ltd, ISSN 1758-6895, ZDB-ID 2053001-8. - Vol. 1.1993, 2
Publisher:	MCB UP Ltd
Subject:	CUSTOMER SERVICE \| HEALTH CARE \| QUALITY \| SERVICE INDUSTRIES \| SERVICE QUALITY

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/09684879310045277 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10015028301