While market theorists have devoted a great deal of effort to the conceptualization of service quality, the practical guidance available to service providers continues to be very limited. Utilizing the emerging role of a new marketing entity, the retail electric service provider, as an illustration, the article discusses how data envelopment analysis might be used to analyze service quality at the retail service level. Specific dimensions thought to influence consumers’ perceptions of the quality of retail electric energy services are identified, and the potential use of data envelopment analysis as a diagnostic tool for effective management of service quality by retail electric service providers is demonstrated. Generalization to different types of service providers is suggested. Empirical studies to develop practical guidance along this line of analysis are encouraged.
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1 February 2004
This article was originally published in
Managing Service Quality
Research Article|
February 01 2004
Linking dimensions of service quality to organizational outcomes Available to Purchase
Julia E. Blose;
Julia E. Blose
Julia E. Blose is Assistant Professor in the Department of Management and Marketing, School of Business and Economics, College of Charleston, Charleston, South Carolina, USA.
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William B. Tankersley
William B. Tankersley
William B. Tankersley is Assistant Professor in the Division of Administrative Studies, College of Professional Studies, University of West Florida, Pensacola, Florida, USA.
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Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© Emerald Group Publishing Limited
2004
Managing Service Quality: An International Journal (2004) 14 (1): 75–89.
Citation
Blose JE, Tankersley WB (2004), "Linking dimensions of service quality to organizational outcomes". Managing Service Quality: An International Journal, Vol. 14 No. 1 pp. 75–89, doi: https://doi.org/10.1108/09604520410513686
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