Quality in the Service Sector: A Review

Abstract

Quality in the service sector is of increasing concern to both academics and practitioners. Previously published material is reviewed and attention is focused on the importance of people and internal marketing in the changing environment of service industries, definitions and measurement of service quality, and the service quality/customer care programmes presently being developed and implemented.

Citation

Lewis, B.R. (1989), "Quality in the Service Sector: A Review", International Journal of Bank Marketing, Vol. 7 No. 5, pp. 4-12. https://doi.org/10.1108/02652328910134590