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Modele Conceptuale Ale Calitatii Serviciilor On-Line

  • Alexandru BALOG
  • Grigore BADULESCU

    ()

    (Institutul National de Cercetare Dezvoltare In Informatica)

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    Cele mai multe studii si cercetari efectuate in domeniul calitatii serviciilor evidentiaza faptul ca baza evaluarii calitatii serviciului este experienta individuala a clientului cu un anumit serviciu. Cercetarile care promoveaza aceasta idee se regasesc atat in "scoala europeana" (mai exact, "scoala nordica") reprezentata de Grönroos, Gummensson, Lethinen si Olsen, cat si in "scoala americana" reprezentata de Parasuraman, Zeihaml si Berry. In cercetarea calitatii serviciilor, specialistii au Incercat sa defineasca dimensiunile calitatii serviciilor si sa conceptualizeze calitatea serviciilor. Rezultatele principale ale cercetarilor s-au concretizat in "modele conceptuale ale calitatii serviciilor" (Dotchin si Oakland, 1994b) . Articolul prezinta o serie de modele conceptuale ale calitatii serviciilor on-line cu aplicabilitate la evaluarea calitatii serviciilor urbane.

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    Article provided by Research Centre in Public Administration and Public Services, Bucharest, Romania in its journal Theoretical and Empirical Researches in Urban Management.

    Volume (Year): 3 (2008)
    Issue (Month): 8 (August)
    Pages: 37-49

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    Handle: RePEc:rom:terumm:v:3:y:2008:i:8:p:37-49
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