Testing the 3Rs model of service quality
- Submitting institution
-
University of the West of Scotland
- Unit of assessment
- 12 - Engineering
- Output identifier
- 13270910
- Type
- D - Journal article
- DOI
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10.1108/TQM-02-2015-0026
- Title of journal
- The TQM Journal
- Article number
- -
- First page
- 1
- Volume
- 28
- Issue
- 3
- ISSN
- 1754-2731
- Open access status
- Out of scope for open access requirements
- Month of publication
- March
- Year of publication
- 2016
- URL
-
-
- Supplementary information
-
-
- Request cross-referral to
- -
- Output has been delayed by COVID-19
- No
- COVID-19 affected output statement
- -
- Forensic science
- No
- Criminology
- No
- Interdisciplinary
- No
- Number of additional authors
-
2
- Research group(s)
-
-
- Proposed double-weighted
- No
- Reserve for an output with double weighting
- No
- Additional information
- This paper builds on previous work through testing of a previous developed service quality in a new urban context. This research contributes towards the understanding of how customers evaluate purchased services within an urban setting and how those evaluations result in customer loyalty. It has led to chairing of sessions at the Excellence in Services International Conference and collaborative cross-disciplinary work with academics from Liverpool John Moore University on service quality. It has also led to an invited professorship at Lille University, France. Furthermore, it has influenced the delivery of CPD courses recently delivered to industry (Aggreko).
- Author contribution statement
- -
- Non-English
- No
- English abstract
- -