The determinants of service quality: issues for purchasing

Linda L. Stanley , Joel D. Wisner
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引用次数: 70

Abstract

The overall purpose of this research was to analyze internal communication patterns, service quality initiatives, supplier management strategies and internal performance in organizations providing high levels of service quality to their external customers. Data was collected from 118 purchasing executives of manufacturing and service organizations. Respondents were asked to assess external and internal service quality as well as identify a number of internal service quality-oriented activities employed in their firms. Data was summarized for respondents stating a high level of external service quality. Comparative information was also supplied for the respondents stating lower levels of external service quality.

服务质量的决定因素:采购问题
本研究的总体目的是分析为外部客户提供高水平服务的组织的内部沟通模式、服务质量举措、供应商管理策略和内部绩效。数据收集自118名制造和服务组织的采购主管。受访者被要求评估外部和内部服务质量,并确定其公司采用的一些内部服务质量活动。对外部服务质量较高的受访者的数据进行了汇总。还向答复者提供了比较资料,说明外部服务质量水平较低。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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