Progression of Service Quality Concepts

1
Abdul Khader D.
Abdul Khader D.
2
Dr. C. Madhavi
Dr. C. Madhavi
1 Annamalai University

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GJMBR Volume 17 Issue A6

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The main objective of this paper is to review various service quality concepts and identify its implications to past and future business situations based on the review of literature. Few of quality models reported between 1982 and 2001 and their significances are analyzed in this paper. Each of them has its own characteristics and reservations when it comes to service implementation. It varies from service to service, business to business, organization to organization and management to management. The models are compared in terms of its competitive advantage. The development of literature in the field of service quality has been improving and given an insight to managers, researchers and practitioners to take it to next level. It gives a new direction and dimension to make it rich and even more superior. This paper finally explores new ways in the service quality research and practical effectiveness of delivering quality service to increase customer satisfaction, customer retention and profitability of a firm.

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No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

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Abdul Khader D.. 2017. \u201cProgression of Service Quality Concepts\u201d. Global Journal of Management and Business Research - A: Administration & Management GJMBR-A Volume 17 (GJMBR Volume 17 Issue A6): .

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GJMBR Volume 17 Issue A6
Pg. 17- 27
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Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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GJMBR-A Classification: JEL Code: L19
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v1.2

Issue date

October 23, 2017

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English

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The main objective of this paper is to review various service quality concepts and identify its implications to past and future business situations based on the review of literature. Few of quality models reported between 1982 and 2001 and their significances are analyzed in this paper. Each of them has its own characteristics and reservations when it comes to service implementation. It varies from service to service, business to business, organization to organization and management to management. The models are compared in terms of its competitive advantage. The development of literature in the field of service quality has been improving and given an insight to managers, researchers and practitioners to take it to next level. It gives a new direction and dimension to make it rich and even more superior. This paper finally explores new ways in the service quality research and practical effectiveness of delivering quality service to increase customer satisfaction, customer retention and profitability of a firm.

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Progression of Service Quality Concepts

Abdul Khader D.
Abdul Khader D. Annamalai University
Dr. C. Madhavi
Dr. C. Madhavi

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