Intra-organisational Aspects of Service Quality Management: The Employees’ Perspective

Barbara R. Lewis and Gard O.S. Gabrielsen

The Service Industries Journal, 1998, vol. 18, issue 2, 64-89

Abstract: The article concentrates on intra-organisational aspects in the implementation of service quality management. Literature review is followed by presentation of an empirical investigation, in financial services in Norway, in which the perspective of front- line employees, regarding recent service quality initiatives, is measured.

Date: 1998
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Citations: View citations in EconPapers (5)

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DOI: 10.1080/02642069800000019

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