Service performance measurement using simple techniques actually works
Journal of Marketing Practice: Applied Marketing Science
ISSN: 1355-2538
Article publication date: 1 April 1999
Abstract
Asserts that there is good evidence that service quality may be achieved and sustained in the same way as is currently achieved and sustained in manufacturing industry by using simple measurement techniques. Moreover, there is evidence to suggest that the opportunity for continuous improvement that exists in manufacturing is also available in service applications. A simple experiment, using a small sample, indicated positive signs of predictive validity. The methodology chosen measured the service performance through a self‐assessment technique. A fortuitous error in sampling enabled a de facto control group to be inferred that substantiated the existence of a continuous improvement component that was driven by the “measurement effect”.
Keywords
Citation
Murphy, P. (1999), "Service performance measurement using simple techniques actually works", Journal of Marketing Practice: Applied Marketing Science, Vol. 5 No. 2, pp. 56-73. https://doi.org/10.1108/EUM0000000004555
Publisher
:MCB UP Ltd
Copyright © 1999, MCB UP Limited