Service Quality Measurement
Bibliographic Data
| ID | 23597441 |
|---|---|
| Authors | Barbara R Lewis (University of Manchester, corresponding author) |
| Year | 2015 |
| Pages | 1-3 |
| Publication date | 2015-01-21 |
| Open Access | Yes |
| Type | CHAPTER |
| Venue | Wiley Encyclopedia of Management (SOURCE_BOOK) |
| Publisher | Wiley (PUBLISHER • GB) |
| DOI | 10.1002/9781118785317.weom090650 |
| OpenAlex | W2913877229 |
| ISBN | 9781118785317 |
| Language | EN |
| References cited | 11 |
In measuring service quality, organizations may often compare consumer expectations of service(s) with their perceptions of actual service delivered, rather than just assessing Customer Satisfaction with a particular service outcome.
Business · Customer advocacy · Customer satisfaction · Customer Service Assurance · Operations management · Outcome (game theory) · Process management · Service (business) · Service delivery framework · Service design · Service guarantee · Service level objective · Service quality · Customer Service Quality and Loyalty · Engineering · Marketing · Mathematics · Service and Product Innovation · Technology Adoption and User Behaviour
| Highly cited | No |
|---|