STRATEGIES FOR ENHANCING SERVICES QUALITY
- 1 March 1988
- journal article
- Published by Emerald Publishing in Journal of Services Marketing
- Vol. 2 (3) , 65-70
- https://doi.org/10.1108/eb024735
Abstract
Everybody pays lip service to service quality. A few have invested the level of effort required to make a difference. This article examines the impact that service quality has on corporate performance. The article also summarizes why so many have underestimated the challenge of improving service quality. Finally the article presents some strategies which have helped companies in building or rebuilding the quality of service that customers expect.Keywords
This publication has 2 references indexed in Scilit:
- CUSTOMER‐ORIENTED CORPORATE CULTURES ARE CRUCIAL TO SERVICES MARKETING SUCCESSJournal of Services Marketing, 1987
- A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 1985