Service Quality

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A Service Quality is a Service (Business) that ...



References

2017

  • (Wikipedia, 2017) ⇒ https://en.wikipedia.org/wiki/service_quality Retrieved:2017-11-20.
    • Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ=P-E. [1] This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm. [2] A business with high service quality will meet or exceed customer expectations whilst remaining economically competitive. [3] Evidence from empirical studies suggests that improved service quality increases profitability and long term economic competitiveness. Improvements to service quality may achieved by improving operational processes; identifying problems quickly and systematically; establishing valid and reliable service performance measures and measuring customer satisfaction and other performance outcomes. [4]
  1. Lewis and Booms (1983)
  2. Oliver, R.L., Balakrishnan, P.V. S. and Barry, B., "Outcome Satisfaction in Negotiation: A Test of Expectancy Disconfirmation," Organizational Behavior and Human Decision Processes, Vol. 60, no. 2, 1994, Pages 252-275
  3. ASQ The Global voice of Quality
  4. ASQ The Global voice of Quality