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Conceptual Basics of Service Quality

In: Quality Management for Services

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  • Manfred Bruhn

    (University Basel)

Abstract

The term service and service quality can be viewed from different angles and perspectives. The chapter creates the required basic concepts. The focus is on the basics of service quality. This includes the various influencing factors of service quality. Based on empirical findings, the dimensions of service quality are shown—the potential, process and result quality. They often form the basis for the design of service quality management. On the other hand, the effects of service quality are shown; this includes psychological, behavioral and economic effects due to a high service quality.

Suggested Citation

  • Manfred Bruhn, 2023. "Conceptual Basics of Service Quality," Springer Books, in: Quality Management for Services, chapter 0, pages 21-57, Springer.
    • Handle: RePEc:spr:sprchp:978-3-662-67032-3_2
    DOI: 10.1007/978-3-662-67032-3_2
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