Consumer orientation and service quality



Determining agreed quality measures and standards for services is a notoriously difficult challenge, whatever the service involved. This is primarily because of the subjectivity of consumers’ attitudes to services, coupled with the difficulty of producing tangible measures of service activities. For instance, if one is considering restaurants, banking or holidays, individual consumers have very different preferences and expectations as to both style and quality, and these service industries go to some lengths to make different service products available, whilst also endeavouring to develop objective measures of quality.


Service Quality Consumer Orientation Operational Policy Child Health Service Language Therapist 
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© Springer Science+Business Media Dordrecht 1998

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