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Measuring Service Quality For Strategic Planning And Analysis In Service Firms

Year: 2011

Type: article

Abstract: The following study demonstrates that service quality assessment using importance-performance analysis may be a more useful strategic management tool than the gap measures recommended by the authors of the SERVQUAL scale. An example from the health care industry highlights the utility of the proposed method for purposes of strategic decision making.

Source: Journal of Applied Business Research (JABR)

DOI: 10.19030/jabr.v10i4.5904

Authors: Masoud Jemmasi, Kelly C. Strong, Steven A. Taylor

Institution: Illinois State University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: bronze

OpenAlex ID: W2178752563

FWCI: 27.66

Cites:

Cited by: 142

Related to: 10