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Volume 4, Issue 6
1 December 1994
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 4, Issue 6
Case Report| December 01 1994

Managing Quality in a “Hidden” Service Available to Purchase

Uday Apte;
Uday Apte
Associate Professor of Management Information Sciences at the Edwin L. Cox School of Business, Southern Methodist University, Dallas,Texas. His research interests include service quality, globalization of service and service operations management.
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Reid Martin
Reid Martin
MBA student,Edwin L. Cox School of Business.
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1994
Managing Service Quality: An International Journal (1994) 4 (6): 20–24.
https://doi.org/10.1108/09604529410074117

Examines service quality in a US gas company. Illustrates a recently developed service quality model and methodology for the measurement and analysis of service quality and identifies specific improvements that must be made to the design and delivery of service to meet and exceed customer expectations.

Keywords:
Gas industry, Service quality, TAG Group, TAG Pipeline, USA
© MCB UP Limited
1994
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