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Business service management : service and service quality

Chan, Taizan, Fielt, Erwin, Gable, Guy G., & Stark, Karen A. (2010) Business service management : service and service quality. Smart Services CRC Pty Ltd, Eveleigh NSW, Australia. [Working Paper]

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Abstract

Managing service quality is of primary importance for organizations that are increasingly service oriented, and offering a growing range of services to external and internal customers. Managing service quality requires the capacity to measure service quality, concomitantly requiring explicit conceptions of ‘service’ and ‘service quality’. This white-paper explores three keys areas of service and service marketing literature: service definition and conceptualisation, service classifications, and service quality models, and make the following observations and proposals.

Impact and interest:

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304 since deposited on 01 Aug 2010
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ID Code: 33652
Item Type: Working Paper
Keywords: service, service definitions, service classifications, service quality
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300) > Quality Management (150313)
Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500)
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Copyright Owner: Copyright 2010 Smart Services CRC Pty Ltd
Copyright Statement: This work is licensed under the Creative Commons Attribution- Noncommercial-No Derivative Works 2.5 Australia License.
Deposited On: 02 Aug 2010 08:37
Last Modified: 29 Apr 2013 11:04

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