Affordable Access

Business service management : service and service quality

Smart Services CRC Pty Ltd
Publication Date
  • 080600 Information Systems
  • 150313 Quality Management
  • 150500 Marketing
  • Service
  • Service Definitions
  • Service Classifications
  • Service Quality
  • Communication


Managing service quality is of primary importance for organizations that are increasingly service oriented, and offering a growing range of services to external and internal customers. Managing service quality requires the capacity to measure service quality, concomitantly requiring explicit conceptions of ‘service’ and ‘service quality’. This white-paper explores three keys areas of service and service marketing literature: service definition and conceptualisation, service classifications, and service quality models, and make the following observations and proposals.

There are no comments yet on this publication. Be the first to share your thoughts.