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R2. Parasuraman et al., "A Conceptual Model of Service Quality and It's Implications for Future Research"

Wed, 08/17/2011 - 1:44pm — monica
Type: 
Reading
Citation: 
A. Parasuraman et al, "A Conceptual Model of Service Quality and Its Implications for Future Research" JOM, 1985.
URI: 
http://www.jstor.org/stable/pdfplus/1251430.pdf?acceptTC=true

Think About:

  • Why are services difficult to evaluate?
  • What criteria do consumers use to evaluate services?
  • How can these ideas on service quality evaluation be used in the design of services and systems?

Class Meeting(s) that list this Resource: 
Titlesort icon Author Last update
L24. Quality in Design monica 2011/11/20 - 4:14pm
Assignment Instructions that list this Resource: 
Titlesort icon Author Last update
A11. Prototyping monica 2011/11/15 - 7:33pm