DEFINING QUALITY - ALTERNATIVES AND IMPLICATIONS

• 成果类型: Article
• 署名作者: REEVES, CA; BEDNAR, DA
• 刊物名称: ACADEMY OF MANAGEMENT REVIEW
• ISSN/ISSBN: 0363-7425
• DOI: 10.2307/258934
• 发表日期: 1994
• 页码: 419-445
• 关键词: service quality; CONSUMER PERCEPTIONS; SERVQUAL SCALE; satisfaction; management; dimensions; employee; MODEL

摘要

The search for a universal definition of quality has yielded inconsistent results. Such a global definition does not exist; rather. different definitions of quality are appropriate under different circumstances. In this article, we trace the evolution of quality definitions and describe the trade-offs inherent in accepting one definition of quality over another. The implications of using various definitions of quality in future research also are discussed.