Conceptual Basics of Service Quality

Manfred Bruhn ()
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Manfred Bruhn: University Basel

Chapter Chapter 2 in Quality Management for Services, 2023, pp 21-57 from Springer

Abstract: Abstract The term service and service quality can be viewed from different angles and perspectives. The chapter creates the required basic concepts. The focus is on the basics of service quality. This includes the various influencing factors of service quality. Based on empirical findings, the dimensions of service quality are shown—the potential, process and result quality. They often form the basis for the design of service quality management. On the other hand, the effects of service quality are shown; this includes psychological, behavioral and economic effects due to a high service quality.

Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-662-67032-3_2

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DOI: 10.1007/978-3-662-67032-3_2

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