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Application Of Service Quality Evaluation Methods To The Industrial Services

Author

Listed:
  • Karyakin, E.I.

    (Marketing department of Plekhanov Russian University of Economics)

Abstract

Current paper includes description of quality evaluation methods for service, such as SERVQUAL, “Mystery Shopping” and the method of neutral zones by Ch. Bernard. It’s compatibility to evaluate the quality of industrial service is taken into consideration. Advantages and disadvantages of each method for evaluation of industrial service are also described.

Suggested Citation

  • Karyakin, E.I., 2014. "Application Of Service Quality Evaluation Methods To The Industrial Services," Annals of marketing-mba, Department of Marketing, Marketing MBA (RSconsult), vol. 3, November.
    • Handle: RePEc:mmb:journl:articl_v3_7_14
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    File URL: http://www.marketing-mba.ru/article/v3_14/Karyakin.pdf
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    Keywords

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    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality

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