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Original Articles

Can't fix service quality? Read this

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Pages 681-686 | Published online: 16 Jun 2009

References

  • Gryna , F. M. 2001 . Quality planning and analysis , 4 , New York : McGraw-Hill .
  • Heskett , J. L. , Sasser , W. E. Jr. and Schlesinger , L. A. 1997 . The service profit chain: How leading companies link profit and growth to loyalty, satisfaction, and value , New York : The Free Press .
  • Juran , J. M. and Gryna , J. M. 1993 . Quality planning and analysis , 3 , New York : McGraw-Hill .
  • Nelson , L. S. 1986 . Table for testing the difference between two poisson variables . Journal of Quality Technology , 18 ( 2 ) : 139 – 140 .
  • Stevenson , W. J. 2007 . Operations management , 9 , New York : McGraw-Hill .

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