文档介绍：标题:Prioritizingservicequalitydimensions原文:Inthe“ageofcustomer”essandsurvivalintoday’scompetitiveenvironment(DawkinsandReichheld,1990;al.,1985;ReichheldandSasser,1990;Zeithamletal.,1990).?Doestheservicecharacteristicgetsreflectedinwhatcustomersexpectoutofdeliveryofaparticularservice?esimportantforthecustomer?Practitionerscontinuetolookforadviceandsuggestionastowhatconstituteservicequalityfortheiroffersandfurthermore,iftheytendtorepositiontheiroffersbyvaryingsomecharacteristicsoftheiroffers,forexample,byincreasingorreducingtangibilityorcustomercontact,?Thispaperisanattempttogenerateevidenceifdifferenceinservicesthatresultintopeculiarservicecharacteristicsreturnscustomerswithauniquesetofexpectations–,goesthroughthediscussionondeterminantsofservicequalityandthen,(1995),astheidentificationofthedeterminantsofservicequalityisnecessaryinordertobeabletospecifymeasure,(al.,1985).TheearlypioneersofservicesmarketinginEurope,especiallytheNordicSchool,arguedthatservicequalityconsistsoftwoorthreeunderlyingd