Determining critical levels for quality dimensions in service firms

Date of publication: June 15, 1987


The purpose of this paper is to give some guidelines of how one can set suitable levels of service components. It is too much to say that we will present a methodology for this purpose. We provide some indications of what can be done. In the paper we will empirically focus on the employee resource. It is though clear that our way of dealing with the problem has more general applicability. The paper is arranged in the following way. We will continue by discussing some aspects of quality in services. After this we will briefly cover three independent studies, where we point out that a high standard of the personnel does not convey value or utility to consumers in the expected way. This leads to a discussion on how one can assess quality levels, in order to achieve more successful results in operating a service business.

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