APPLICATION OF SERVICE QUALITY EVALUATION METHODS TO THE INDUSTRIAL SERVICES

E.I. Karyakin ()
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E.I. Karyakin: Marketing department of Plekhanov Russian University of Economics

Annals of marketing-mba, 2014, vol. 3

Abstract: Current paper includes description of quality evaluation methods for service, such as SERVQUAL, “Mystery Shopping” and the method of neutral zones by Ch. Bernard. It’s compatibility to evaluate the quality of industrial service is taken into consideration. Advantages and disadvantages of each method for evaluation of industrial service are also described.

Keywords: Marketing; marketing services; industrial services; quality assessment; quality of service (search for similar items in EconPapers)
JEL-codes: L15 (search for similar items in EconPapers)
Date: 2014
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