Service analysis - a consumerist gap taxonomy
Article Abstract:
A glossary of terms is presented to tackle the concept of consumer satisfaction in service industries, particularly air passenger services. The consumerist gap model is used as the basis of definitions. The terminology describes differences in actual and anticipated client satisfaction through an analysis of typical encounters between the service staff and passengers. Causes and effects are studied.
Publication Name: The Service Industries Journal
Subject: Business, international
ISSN: 0264-2069
Year: 1992
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Market oriented reforms of health services: a non-parametric analysis
Article Abstract:
An analysis on the United Kingdom introducing competing for hospital services, with a National Health Service (NHS) reform, is presented. This market oriented reform has proven to produce only marginal results.
Publication Name: The Service Industries Journal
Subject: Business, international
ISSN: 0264-2069
Year: 2006
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