Two Approaches to Service Quality Dimensions

Two Approaches to Service Quality Dimensions

The purpose of the article is to determine two approaches to the analysis of service quality and its dimensions. In the first approach three quality dimensions are used; physical quality, interactive quality and corporate quality. The other approach is to utilize two dimensions; process quality and...

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Veröffentlicht in:The Service industries journal 1991-07, Vol.11 (3), p.287-303
Hauptverfasser: Lehtinen, Uolevi, Lehtinen, Jarmo R.
Format: Artikel
Sprache:eng
Schlagworte:
Customer relations
Quality control
Quality of service
Restaurants
Service industries
Statistical data
Studies
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description The purpose of the article is to determine two approaches to the analysis of service quality and its dimensions. In the first approach three quality dimensions are used; physical quality, interactive quality and corporate quality. The other approach is to utilize two dimensions; process quality and output quality. In order to illustrate the existence and explicitness of the dimensions, two empirical studies of restaurants were carried out. Quality dimensions seemed to be fairly suitable for analysing restaurant services.
doi_str_mv 10.1080/02642069100000047
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source Taylor & Francis Online; Business Source Complete; Periodicals Index Online
subjects Customer relations
Quality control
Quality of service
Restaurants
Service industries
Statistical data
Studies
title Two Approaches to Service Quality Dimensions
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