Research experiences in several service industries reveal that delivering a high quality service produces measurable benefits in profits,cost savings,and market share.In the past,U.S.industry focused more on meeting internal quality or technical standards and less on meeting customer needs and expectations.This paper presents a model of service quality based on the customer's perspective and a systematic approach to measuring that perspective.Experiences from the telecommunications industry show that this research approach allows for verification of the model and assessment of the validity of the measures.In addition,the results yield actionable data that pinpoint problems and uncover opportunities for improving service.
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