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1-4 of 4
Keywords: Service delivery systems
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Journal Articles
Managing Service Quality: An International Journal (2003) 13 (6): 471–482.
Published: 01 December 2003
.... The results show that performance evaluation is a key factor influencing channel use. Customers tend to use the different service delivery systems in a complementary way, taking into account their assessment of the advantages and disadvantages of each one. Customer characteristics, and the type of financial...
Journal Articles
Managing Service Quality: An International Journal (1997) 7 (4): 198–203.
Published: 01 August 1997
... Problem solving Service delivery systems USA The recognition of the pivotal role of service quality in the implementation of services marketing programmes is no longer new. In an era of intense competitive pressures, service organizations of all sizes, ranging from independently owned restaurants...
Journal Articles
Managing Service Quality: An International Journal (1993) 3 (4): 7–12.
Published: 01 April 1993
...L. Randall Examines the ′perceptual blueprinting technique′, a standardised method used to encourage service quality and effectiveness by identifying the organisation′s service delivery system and any failure points it may have. Describes the research method used to generate perceptual blueprinting...
Journal Articles
Managing Service Quality: An International Journal (1991) 1 (1): 57–59.
Published: 01 January 1991
..., discrepancies Wage structure Westbury-on-Trym, Bristol BS9 3AY, UK (Tel: (0272) 624657). MANAGING SERVICE QUALITY November 1990 59 © MCB UP Limited 1991 IMPROVEMENT MEASUREMENT Service delivery systems STATISTICAL PROCESS CONTROL ...
