Author: Scheuing Eberhard E Edvardsson Bo
Publisher: Emerald Group Publishing Ltd
ISSN: 0960-4529
Source: Managing Service Quality, Vol.4, Iss.4, 1994-04, pp. : 24-31
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Abstract
An important but much neglected aspect of service quality is integrity. Discusses the nature and benefits of service integrity. Begins by discussing what service integrity is and why it is important. Describes and discusses integrity breakdowns and the business benefits of service integrity. Concludes with some guidelines on how to manage service integrity and suggestions for further research.
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