MEASUREMENT OF THE SERVICES QUALITY FROM THE CUSTOMERS PERSPECTIVE

被引：1
|
作者：
SNOJ, B [1 ]
机构：
[1] UNIV MARIBOR,INST MKT,62000 MARIBOR,SLOVENIA
来源：
SYSTEMS RESEARCH | 1994年 / 11卷 / 01期
关键词：
SERVICE SOCIETY; SERVICES; QUALITY; MARKETING; SERVICE QUALITY MANAGEMENT; SERVICE QUALITY MEASUREMENT; SERVICE QUALITY MODEL;
D O I：
10.1002/sres.3850110104
中图分类号：
TB18 [人体工程学];
学科分类号：
1201 ;
摘要：
Services are becoming more and more a primary force for economic growth in modern society. National economies that want to cope with changes are in the midst of a quality revolution. Yet, little has been done in the marketing management of the quality of services. Hence the article reveals some problems in this area and focuses on the measurement of the quality of services from the customers perspective. The systemic approach to the measurement is introduced as well as some findings of the research of the quality of the Slovenian health spas' services.
引用
收藏
页码：155 / 165
页数：11
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