MANAGING SERVICE QUALITY

Andreea Budeanu
Additional contact information
Andreea Budeanu: Faculty of Economics and Business Administration, Babes-Bolyai University of Cluj-Napoca, Romania

Management Intercultural, 2015, issue 33, 167-172

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.

Keywords: Customer satisfaction; SERVQUAL instrument; Total Quality Management (search for similar items in EconPapers)
JEL-codes: M10 (search for similar items in EconPapers)
Date: 2015
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://seaopenresearch.eu/Journals/articles/MI_33_22.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:cmj:interc:y:2015:i:33:p:167-172

Access Statistics for this article

Management Intercultural is currently edited by Romanian Foundation for Business Intelligence

More articles in Management Intercultural from Romanian Foundation for Business Intelligence, Editorial Department
Bibliographic data for series maintained by Serghie Dan ().