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A Service Quality Model and its Marketing Implications
Abstract
Proposes to develop a service quality model, based on test of a sample of business executives, which describes how the quality of services is perceived by customers. Looks at its marketing implications, in which functional quality is seen to be a very important dimension of a perceived service. Concludes that quality dimensions are interrelated and that the importance of image should be recognised.
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(2012)
Metadata
- Authors
- Grönroos, C.
- Venue
- European Journal of Marketing
- Publisher
- Emerald
- Published
- 1984-04-01
- Volume
- 18
- Issue
- 4
- Pages
- 36-44
- ISSN
- 0309-0566 (ISSN-L)
- OpenAlex
- W2094013842
- Cited by
- 6,549
- References
- 0
- FWCI
- 4.77
- Type
- journal article
- Language
- en
- Open access
- closed
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