38
Views
2
CrossRef citations to date
0
Altmetric
Original Articles

QUALITY MANAGEMENT FOR SERVICES: ISSUES IN USING CUSTOMER INPUT

&
Pages 551-566 | Published online: 30 Mar 2007

References

  • Parasuraman , A. , Zeithaml , V. A. , and Berry , L. L. , A Conceptual Model of Service Quality and Its Implications for Future Research, J. Marketing, , 49 ( 4 ), 41 – 50 ( 1985 ).
  • Welch , J. F. , Service Quality Measurement at American Express Traveler's Cheque Group, Qual. Manag. Forum, , 18 ( 4 ), 8 – 11 ( 1992 ).
  • Oliver , R. L. , and DeSarbo , W. , Response Determinants in Satisfaction Judgments, J. Consumer Res., , 14 , 495 – 507 ( 1988 ).
  • Hosmer , D. W. and Lemeshow , S. , Applied Logistic Regression, , John Wiley & Sons, New York , 1989 .
  • Fuller , W. A. , Measurement Error Models, , John Wiley & Sons , New York , 1987 .
  • Hauser , J. and Clausing , D. , The House of Quality, Harvard Bus. Rev., , 66 , 63 – 73 ( 1988 ).
  • Western Electric Co., Statistical Quality Control Handbook, , 2nd ed., AT&T Technologies , Indianapolis , IN , 1958 .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.