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n Management Today - Service quality : how to deliver the goods

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Abstract

Extracted from text ... measurement Service quality: how to deliver the goods By Craig Kolb of Ask Afrika. What is service quality? It may seem obvious, but before trying to determine how to go about improving something, you need to accurately describe what it is that needs improvement. This is especially necessary when dealing with a concept as fluid and difficult to pin down as service quality. In the context of the product obsessed TQM revolution of the 1970s and 1980s, Parasuruman, Zeithaml and Berry introduced the now well known Servqual model as a solution to the problem of measuring the elusive service quality concept. In essence, Servqual measures the gap between expected and perceived service levels as a solution ..

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/content/mantod/21/8/EJC70088
2005-09-01
2016-12-02
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