| Автор | Bojanic, David C. |
| Дата выпуска | 1991 |
| dc.description | The purpose of this paper is to examine the nature of the association between service quality as perceived by consumers and its determinants. In particular, the SERVQUAL instrument is discussed and then it is demonstrated how it can be adapted 1.0 fit the needs of small professional services firms using a CPA firm as an example. The entire analysis can be performed with a spreadsheet package and the results are easy to interpret. The results are presented and the managerial implications are discussed. |
| Формат | application.pdf |
| Издатель | Taylor & Francis Group |
| Копирайт | Copyright Taylor and Francis Group, LLC |
| Название | Quality Measurement in Professional Services Firms |
| Тип | research-article |
| DOI | 10.1300/J090v07n02_04 |
| Print ISSN | 0748-4623 |
| Журнал | Journal of Professional Services Marketing |
| Том | 7 |
| Первая страница | 27 |
| Последняя страница | 36 |
| Аффилиация | Bojanic, David C.; Department of Management and Marketing, University of North Carolina at Wilmington, Wilmington, NC, 28403 |
| Выпуск | 2 |
