Service quality for service innovation

  • Uden L
  • Francis J
  • Dai W
  • 2

    Readers

    Mendeley users who have this article in their library.
  • N/A

    Citations

    Citations of this article.

Abstract

Service innovation is important in today's world economy. It is the current focus of many businesses. The reason is that services today represent 80% of most developed countries' GDP and a growing percentage of the developing countries' GDP. Organisations today can no longer compete only on providing superior service on their core products, instead they must move into customer relationship management through the co-evolution of memorable experiences with their customers. This means providing better services for their customers. Central to the success of any service innovation is the quality of service provided to the customers. Providing quality service is necessary for organizations to remain in business. Currently there is little research being conducted to measure service quality for service innovation. This paper proposes a framework for measuring service quality for organizations, using a case study.

Author-supplied keywords

  • context
  • innovation
  • service quality

Get free article suggestions today

Mendeley saves you time finding and organizing research

Sign up here
Already have an account ?Sign in

Find this document

Authors

  • L. Uden

  • J. Francis

  • Wei Dai Wei Dai

Cite this document

Choose a citation style from the tabs below

Save time finding and organizing research with Mendeley

Sign up for free