The Service Quality Concept and a Method of Inquiry

Presents a method for analysing statements (e.g. theories) about service quality. Uses a method, the Pentad, based on the work of the American literary and social critic Kenneth Burke′s work A Grammar of Motives. The Pentad′s five key terms Act, Agent, Scene, Agency and Purpose - which corresponds t...

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Veröffentlicht in:	International journal of service industry management 1993-09, Vol.4 (3), p.18-29
Hauptverfasser:	Lindquist, Hans, Persson, Jan E
Format:	Artikel
Sprache:	eng
Schlagworte:	Ambiguity Motivation Quality Quality control Quality management Quality of service Service industries Service quality Studies Theory
Online-Zugang:	Volltext
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