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The dynamics of the service delivery process: a value based-approach.

Authors :
de Ruyter, Ko
Source :
European Journal of Marketing; May95, Vol. 29 Issue 5, p51, 1/2p
Publication Year :
1995

Abstract

The article presents information on the dynamics of the service delivery process. In the project a new approach to measuring service quality based on formal axiology is proposed and tested. Empirical work has been competed in three service settings in The Netherlands and in Sweden.

Subjects

Subjects :
SERVICE industries
QUALITY control
QUALITY of service
SATISFACTION
DYNAMICS
VALUES (Ethics)
QUALITY
THEORY of knowledge

Details

Language :
English
ISSN :
03090566
Volume :
29
Issue :
5
Database :
Complementary Index
Journal :
European Journal of Marketing
Publication Type :
Academic Journal
Accession number :
9508210057

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