Quality Management in Services: Analysis and Measurement

Author:

Apte Uday M.,Karmarkar Uday S.,Pitbladdo Richard

Publisher

Springer US

Reference38 articles.

1. Albrecht, K. and R. Zemke (1985), Service America. Dow-Jones Irwin, Homewood, IL.

2. Apte, U. M. and R. O. Mason (1995), “Global Disaggregation of Information-Intensive Services.” Management Science, vol 41(7), pp. 1250–1262.

3. Apte, U. M., R. A. Cavaliere, and G. G. Hegde (1995), “Improving Claims Operations: A Model-Based Approach,” in Pat Harker (ed.), The Service Productivity and Quality Challenge. Kluwer Academic Publishers, Norwell, MA, pp. 281–310.

4. Bowen, D. E., R B. Chase, T. G. Cummings (1990), Service Management Effectiveness. Jossey-Bass Inc., San Francisco, CA.

5. Brown, S. W., E. Gummesson, B. Edvardsson, and B. Gustavsson (1991), Service Quality. Lexington Books, Lexington, MA.

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