Service Quality: the Front‐stage vs. the Back‐stage Perspective

Evaluates customers′ and employees′ service quality expectations and perceptions from the example of a hospital environment. Considers employees′ responses in administrative and nonadministrative categories. Notes differences between the groups and discusses the managerial implications arising from the differences found. Includes a detailed description of the methodology involved in the study.

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Year of publication:	1991
Authors:	Glynn Mangold, W. ; Babakus, Emin
Published in:	Journal of Services Marketing. - MCB UP Ltd, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 5.1991, 4, p. 59-70
Publisher:	MCB UP Ltd
Subject:	Customers \| Employee relations \| Perceptions \| Service delivery systems \| Service quality

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/08876049110035675 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014905459