STRATEGIES FOR ENHANCING SERVICES QUALITY
Thomas C. Keiser
(Senior Vice President of Product Development and Research at The Forum Corporation. He is responsible for developing new products, services, and capabilities for Forum. Mr. Keiser graduated from the University of Pennsylvania wih a double major in Honors Sociology and History. He received his master's degree in Sociology at the same time as his bachelor's degree.)
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Abstract
Everybody pays lip service to service quality. A few have invested the level of effort required to make a difference. This article examines the impact that service quality has on corporate performance. The article also summarizes why so many have underestimated the challenge of improving service quality. Finally the article presents some strategies which have helped companies in building or rebuilding the quality of service that customers expect.
Citation
Keiser, T.C. (1988), "STRATEGIES FOR ENHANCING SERVICES QUALITY", Journal of Services Marketing, Vol. 2 No. 3, pp. 65-70. https://doi.org/10.1108/eb024735
Publisher
:MCB UP Ltd
Copyright © 1988, MCB UP Limited