Proposes to develop a service quality model, based on test of a sample of business executives, which describes how the quality of services is perceived by customers. Looks at its marketing implications, in which functional quality is seen to be a very important dimension of a perceived service....

Services are processes, and hence service firms do not offer products that are comparable to preproduced bundles of physical resources and features that are provided by manufacturing companies. Instead the outcome of the process is an integral part of the service process which is consumed by...