Skip to main content
Log in

A commentary on developing work and quality improvement strategies I

  • Open Forum
  • Published:
AI & SOCIETY Aims and scope Submit manuscript

This is a preview of subscription content, log in via an institution to check access.

Access this article

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

References

  • Bitner MJ (1990) Evaluating service encounters: the effect of physical surroundings and employee responses. J mark 54:69-82

    Google Scholar 

  • Crane FG, Clarke TK (1988) The identification of evaluation criteria and cues in selecting services. J serv mark 2(2)

  • Edvardsson B, Gustavsson A, Johnson MD and Sandén B (2000) New service development and innovation in the new economy. Studentlitteratur, Lund

  • Edvardsson B, Olsson J (1996) Key concepts in new service development. Serv ind j 16(2):140-164

    Google Scholar 

  • Edvardsson B, Strandvik T (2000) Is a critical incident critical for a customer relationship? Manag serv qual 10:82-91

    Google Scholar 

  • Grönroos C (2000) Relationship marketing: the Nordic school perspective. In: Sheth JN, Parvatiyar A (eds) Handbook of relationship marketing, Sage, Thousand Oaks, CA

  • Johnston R (1995) The determinants of service quality: satisfiers and dissatisfiers. IJSIM 6:53-71

    Google Scholar 

  • Johnston M, Gustafsson A (2000) Improving customer satisfaction, loyalty and profit—an integrated measurement and management system. Jossey-Bass, San Francisco

Download references

Author information

Authors and Affiliations

Authors

Corresponding author

Correspondence to Bo Edvardsson.

Additional information

This commentary refers to the article http://dx.doi.org/10.1007/s00146-003-0247-0

Rights and permissions

Reprints and permissions

About this article

Cite this article

Edvardsson, B. A commentary on developing work and quality improvement strategies I. AI & Soc 17, 181–183 (2003). https://doi.org/10.1007/s00146-003-0253-2

Download citation

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s00146-003-0253-2

Keywords

Navigation