Service quality management practices: Manager perceptions

被引：0

作者：

Filiatrault, P ^{[1
]}

Perrien, J ^{[1
]}

Lapierre, J ^{[1
]}

机构：

[1] ECOLE POLYTECH, MONTREAL, PQ H3C 3A7, CANADA

来源：

CANADIAN JOURNAL OF ADMINISTRATIVE SCIENCES-REVUE CANADIENNE DES SCIENCES DE L ADMINISTRATION | 1997年 / 14卷 / 01期

关键词：

D O I：

暂无

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This research presents the results of an empirical study on the perceptions that service firms managers have of their service quality management practices. The results confirm what has been widely discussed in a conceptual and normative way in the literature, but seldom, if ever; empirically. The management of service quality is represented as a set of activities which are linked in a continuous and dynamic process involving three distinct phases: before, during, and after delivering the service. Organizational variables influence these three phases differently. Clear quality objectives and an organizational culture oriented toward quality are the two variables which most influence managers' perceptions of service quality management practices, and the competitive positioning of the quality of their firm.

引用

页码：28 / 40

页数：13

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