The V-model of service quality: an African case study
作者: Grafton WhyteAndy Bytheway
作者单位: 1HP-GSB, Namibia University of Science and Technology , Windhoek, Namibia
2University of the Western Cape , Bellville, South Africa
刊名: European Journal of Marketing, 2017, Vol.51 (5/6), pp.923-945
来源数据库: Emerald Journal
DOI: 10.1108/EJM-05-2015-0270
关键词: Service managementPersonal construct theoryService qualityRepertory gridV-Model of service quality
原始语种摘要: Purpose(#br)This paper aims to introduce and demonstrate a new model for service quality that separates out the measurement of service quality in ways grounded in psychological theory and methodological symmetry. (#br)Design/methodology/approach(#br)A review of experience in service quality management suggests that new approaches are needed. By seeking a way of managing service at different levels, with symmetry between data collection and data analysis, a model is presented that has more potential applicability and flexibility than is found in traditional models. (#br)Findings(#br)A national study in Namibia, Africa provided data that successfully demonstrate the method of working and illustrate the contextual, analytical and data management issues and the reporting potential out of...
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关键词翻译
关键词翻译
  • quality 品质
  • management 管理
  • service 服务
  • model 模型
  • methodological 方法论的
  • working 开采
  • approach 
  • flexibility 柔顺性
  • successfully 成功地
  • seeking 勘查