Quality in new service development: Key concepts and a frame of reference-Reference-Cited by-同舟云学术

Quality in new service development: Key concepts and a frame of reference

Published:1997-10 Issue:1-2 Volume:52 Page:31-46
ISSN:0925-5273
Container-title:International Journal of Production Economics
language:en
Short-container-title:International Journal of Production Economics

Author:

Edvardsson Bo

Publisher

Elsevier BV

Subject

Industrial and Manufacturing Engineering,Management Science and Operations Research,Economics and Econometrics,General Business, Management and Accounting

Reference39 articles.

1. Delivering Quality Service — Balancing Customer Perceptions and Expectations;Zeithaml,1990

2. Quality of Service — Making it Really Work;Edvardsson,1994

3. Service breakdowns: A study of critical incidents in an airline;Edvardsson;Int. J. Service Ind. Mgmt.,1992

4. Juran on Quality by Design — The New Steps for Planning Quality into Goods and Services;Juran,1992

5. Out of the Crisis;Deming,1986

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