Business service management : service and service quality
2010
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.
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