Author： Gilmore Audrey
Publisher： Emerald Group Publishing Ltd
ISSN： 0263-4503
Source： Marketing Intelligence & Planning, Vol.15, Iss.4, 1997-04, pp. : 185-189
Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.
Abstract
Given the inherent characteristics of services, the implementation of service delivery can be problematic. Looks initially at some of the more frequent implementation problems which occur in service organizations. Considers a framework for identifying and recognizing the details involved in implementing service quality by starting with the customer's perspective. Uses this as a basis for identifying appropriate aspects of the company's perspective during service delivery. Finally, following on from the earlier debate, considers the managerial implications for implementing consistent service quality.
Related content
Internal marketing: service quality in leisure services
Marketing Intelligence & Planning, Vol. 28, Iss. 6, 2010-09 ,pp. :
Access to resources
Recommend
By Paltayian George N. Georgiou Andreas C. Gotzamani Katerina D. Andronikidis Andreas I.
The International Journal of Bank Marketing, Vol. 30, Iss. 7, 2012-10 ,pp. :