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Managing Service Quality

Author

Listed:
  • Andreea BUDEANU

    (Faculty of Economics and Business Administration, Babes-Bolyai University of Cluj-Napoca, Romania)

Abstract

Services are today the dominant sector of the economic activity both in terms of economic performance and labor utilization. Becoming an essential part of today’s society, they are considered the basis of a healthy economy, fact that has increased the importance of services and the research in the field. One of the biggest challenges regarding this sector is the evaluation and assurance of quality. There is still a lack of unanimity regarding the definitions, measurement procedures and the aspects that need to be provided and measured. Through this article we intend to treat these subjects and provide a broad perspective on this topic. Thus, we hope to highlight some practices and directions that could be relevant for the organizations in this field.

Suggested Citation

  • Andreea BUDEANU, 2015. "Managing Service Quality," Management Intercultural, Romanian Foundation for Business Intelligence, Editorial Department, issue 33, pages 167-172, June.
    • Handle: RePEc:cmj:interc:y:2015:i:33:p:167-172
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    References listed on IDEAS

    as
    1. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
    2. Isabelle Huault & V. Perret & S. Charreire-Petit, 2007. "Management," Post-Print halshs-00337676, HAL.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Customer satisfaction; SERVQUAL instrument; Total Quality Management;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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