What are the fundamental features supporting service quality?

Article


Ueno, A. 2010. What are the fundamental features supporting service quality? Journal of Services Marketing. 24 (1), pp. 74-86. https://doi.org/10.1108/08876041011017907
TypeArticle
TitleWhat are the fundamental features supporting service quality?
AuthorsUeno, A.
Abstract

Purpose – There are many features that have been regarded as having a critical role in supporting service quality. The purpose of this article is to identify those features that are fundamental in supporting service quality.
Methodology/Approach – A literature review was conducted covering TQM, internal marketing, and the service quality literature, especially the study of service quality gaps. All of these are concerned with the search for service excellence.
Findings – From a comparative study of these three areas of the literature, it was found that there are seven common features: recruitment & selection, training, teamwork, empowerment, performance appraisals & reward, communication, and culture of the organisation. Each of them is argued to be critical for the management of service quality.
Practical implications – Although there are other factors that can influence service quality, the identification of fundamental features provides managers and academics with a valuable framework with which to start in pursuit of service quality across a variety of service businesses.
Originality/value of the paper – Although, management of service quality has been regarded as notoriously difficult due to the characteristics of services, by identifying fundamental features supporting service quality, this article provides focal points for the management of service quality.

KeywordsCustomer services quality; Total quality management; Internal marketing
Sustainable Development Goals3 Good health and well-being
Middlesex University ThemeHealth & Wellbeing
LanguageEnglish
PublisherEmerald
JournalJournal of Services Marketing
ISSN0887-6045
Publication dates
Print23 Feb 2010
Publication process dates
Deposited31 Aug 2022
Accepted08 Feb 2008
Output statusPublished
Accepted author manuscript
License
Digital Object Identifier (DOI)https://doi.org/10.1108/08876041011017907
Web of Science identifierWOS:000275971100006
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