Answers are grounded in this paper and cite their sources.
A model of service quality is developed which includes three groups of service quality components: physical and procedural, behavioural, and judgemental. Classification schemes for service operations based on their relative degrees of labour intensity, process and product customisation, and contact and interaction between the customer and the service organisation are reviewed and synthesised. The application of the service quality model to different classes of service organisations are discussed.
No takes yet. Share an insight, caveat, or question.
John Haywood‐Farmer (1988) studied this question.
Synapse has enriched 10 related papers. Consider them for comparative context: