| Автор | Donthu, Naveen |
| Дата выпуска | 1991 |
| dc.description | Instruments for measuring quality and accomplishing quality control have been developed and are widely used in the manufacturing industry. However, the intangible nature of the product in the services industry makes measuring of quality and accomplishing service quality control very challenging. The need for a service quality control instrument is justifiably when the increasing importance and growth of the services industry in our economy is considered. In this paper, we propose an instrument to achieve quality control in the services industry. We use well established scales to measure service quality and combine this with principles from statistical quality control to present an instrument for service quality control called expectation-perception control chart. |
| Формат | application.pdf |
| Издатель | Taylor & Francis Group |
| Копирайт | Copyright Taylor and Francis Group, LLC |
| Название | Quality Control in Services Industry |
| Тип | research-article |
| DOI | 10.1300/J090v07n01_04 |
| Print ISSN | 0748-4623 |
| Журнал | Journal of Professional Services Marketing |
| Том | 7 |
| Первая страница | 31 |
| Последняя страница | 55 |
| Аффилиация | Donthu, Naveen; Assistant Professor, Department of Marketing , College of Bussiness Administration at Georgia State University, Atlanta, GA, 30303-3083 |
| Выпуск | 1 |
