The dimensions of service quality: the original European perspective revisited
Article Abstract:
The initial exponents of services marketing in Europe particularly the Nordic School, claimed that service quality is made up of two or three underlying dimensions. Some argued on physical and interactive quality, while others a technical dimension, a functional dimension and the organization's image as a third dimension. Later authors postulated on five dimensions that more accurately took not of the perceived service quality construct. In a study, using the SERVQUAL instrument consists of two empirical factors instead of five factors, as suggested by Parasuraman.
Publication Name: The Service Industries Journal
Subject: Business, international
ISSN: 0264-2069
Year: 1997
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Solicitors and customer care
Article Abstract:
Service industries need to reconcile solicitors' beliefs about customer expectations and the actual level of quality expectations customers have. The SERVQUAL model was adapted into focus groups and applied to the legal services industry to evaluate quality factors most important to clients. Communication, reliability and competence ranked as the top three factors, while courtesy and access ranked as minimum quality requirements.
Publication Name: The Service Industries Journal
Subject: Business, international
ISSN: 0264-2069
Year: 1996
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Human services as service industries
Article Abstract:
Service industries are characterized by intangible products, heterogeneity across service providers or even within a single organization, and inseparability of service production and consumption. However, human services have been described as a sub-class of such industries that take exception to the third description. These services involve social, health and educational care that aim to change a consumer.
Publication Name: The Service Industries Journal
Subject: Business, international
ISSN: 0264-2069
Year: 1996
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