Abstract
The pattern of human consumption has changed dramatically over the last few decades, services accounting for more than 40% of the total consumption expenditure against only less than 25% earlier. And quite expectedly, the service sector now contributes a much larger share in the total national income, quite so compared to ‘manufacturing’. Recent estimates put this figure at 58%. Consequently, diversity and quality of services have attracted a lot of attention, and many initiatives have been being taken to improve these.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Asubonteng, P., et al. (1996). SERVQUAL revisited: A critical review of service quality. Journal of Services Marketing, 10(6), 62–81.
Bennington, L., & Cummane, J. (1998). Measuring service quality: A hybrid methodology. Total Quality Management, 9(6), 395–406.
Candido, C. J. F., & Morris, D. S. (2000). Charting service quality gaps. Total Quality Management, 11, s463–S472.
Candido, C. J. F., & Morris, D. S. (2001). The implications of service quality gaps for strategy implementation. Total Quality Management, 12, 825–833.
Dotchin, J. A., & Oakland, J. S. (1994). TQM in services. Part I understanding and classifying services. International Journal of Quality and Reliability Management, 11(3), 9–26.
Gaster, L. (1995). Quality in public services. Buckingham: Open University Press.
Ghobadian, A., et al. (1994). Service quality: Concepts and models. International Journal of Quality and Reliability Management, 11(9), 43–66.
Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44.
IS 15700. (2005). Requirements for service quality by public service organisations.
Lewis, B. R., & Mitchell, V. W. (1990). Defining and measuring the quality of customer service. Marketing, Intelligence and Planning, 8(6), 11–17.
Parasuraman, A., et al. (1985). A conceptual model of service quality and its implication for future research. Journal of Marketing, 49(4), 41–50.
Parasuraman, A., et al. (1988). Servqual: A multiple item scale for measuring customer perception of service quality. Journal of Retailing, 64(Spring), 12–40.
Parasuraman, A., et al. (1991). Refinement and re-assessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420–450.
Parasuraman, A., et al. (1993). More on improving service quality measurement. Journal of Retailing, 69(1), 140–147.
Yaya, L. H. P., et al. (2012). Measuring e-service quality: Reviewing E-S-QUAL. Economic Quality Control, 27(1), 19–41.
Zeithaml, V. A., et al. (1985). Problems and strategies for services marketing. Journal of Marketing, 49(Spring), 33–46.
Zeithaml, V. A., et al. (2000). E-service quality: Definition, dimensions and conceptual model. Working paper, Marketing Science Institute, Cambridge, MA.
Zeithaml, V. A. (2002). Service quality delivery through web-sites: A critical review of extant knowledge. Journal of the Academy of marketing Science, 30, 362–375.
Author information
Authors and Affiliations
Corresponding author
Rights and permissions
Copyright information
© 2019 Springer Nature Singapore Pte Ltd.
About this chapter
Cite this chapter
Mukherjee, S. (2019). Quality in Services. In: Quality. India Studies in Business and Economics. Springer, Singapore. https://doi.org/10.1007/978-981-13-1271-7_2
Download citation
DOI: https://doi.org/10.1007/978-981-13-1271-7_2
Published:
Publisher Name: Springer, Singapore
Print ISBN: 978-981-13-1270-0
Online ISBN: 978-981-13-1271-7
eBook Packages: Business and ManagementBusiness and Management (R0)