QUT ePrints

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. [Working Paper]

[img] Published Version (PDF 559Kb)
Available under License Creative Commons Attribution 3.0 Australia.

    View at publisher

    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.

    Citations:

    Search Google Scholar™

    Citation countsare sourced monthly from Scopus and Web of Science citation databases.

    These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science generally from 1980 onwards.

    Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

    Full-text downloads:

    249 since deposited on 01 Aug 2010
    38 in the past twelve months

    Full-text downloadsdisplays the total number of times this work’s files (e.g., a PDF) have been downloaded from QUT ePrints as well as the number of downloads in the previous 365 days. The count includes downloads for all files if a work has more than one.

    More statistics...
    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

    Export: EndNote | Dublin Core | BibTeX

    Repository Staff Only: item control page