Service Quality
Bibliographic Data
| ID | 23568824 |
|---|---|
| Authors | Alistair Brandon‐Jones (0000-0002-8245-3868, University of Manchester), Robert Johnston (0000-0002-4274-7853), Robert B Johnston (University of Warwick) |
| Language | EN |
| References cited | 6 |
Service quality can be defined as two inter related components. Operational service quality is the degree to which a delivered service matches its design specification, whereas customer perceived service quality is the degree to which the service matches the customer's expectations or requirements.
Business · Computer network · Customer Service Assurance · Process management · Quality (philosophy) · Quality of service · Service (business) · Service delivery framework · Service design · Service guarantee · Service level objective · Service quality · Computer Science · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Marketing · Technology Adoption and User Behaviour
| Highly cited | No |
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