SERVICE QUALITY: DEFINITIONS, DETERMINANTS AND MEASUREMENT
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Abstract
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.
Keywords
Citation
Lewis, B.R. (1993), "SERVICE QUALITY: DEFINITIONS, DETERMINANTS AND MEASUREMENT", Training for Quality, Vol. 1 No. 2. https://doi.org/10.1108/09684879310045277
Publisher
:MCB UP Ltd
Copyright © 1993, MCB UP Limited