INTQUAL ‐ an internal measure of service quality and the link between service quality and business performance
Albert Caruana
(Department of Marketing, University of Malta, Msida, Malta)
Leyland Pitt
(Cardiff Business School, University of Wales, UK)
3540
Abstract
Looks at the importance of the service sector to national economies with interest for practitioners and academics. Posits that management has to determine what actions it needs to undertake to ensure it delivers service quality.
Keywords
Citation
Caruana, A. and Pitt, L. (1997), "INTQUAL ‐ an internal measure of service quality and the link between service quality and business performance", European Journal of Marketing, Vol. 31 No. 8, pp. 604-616. https://doi.org/10.1108/03090569710176600
Publisher
:MCB UP Ltd
Copyright © 1997, MCB UP Limited