Conceptualising the perceived service quality of public utility services : (Record no. 28159)
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fixed length control field | 01627naa a2200205uu 4500 |
001 - CONTROL NUMBER | |
control field | 9013015320110 |
003 - CONTROL NUMBER IDENTIFIER | |
control field | OSt |
005 - DATE AND TIME OF LATEST TRANSACTION | |
control field | 20190211164653.0 |
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
fixed length control field | 090130s2009 xx ||||gr |0|| 0 eng d |
999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
041 ## - LANGUAGE CODE | |
Language code of text/sound track or separate title | eng |
100 1# - MAIN ENTRY--PERSONAL NAME | |
Personal name | BAI, Changhong |
9 (RLIN) | 36155 |
245 10 - TITLE STATEMENT | |
Title | Conceptualising the perceived service quality of public utility services : |
Remainder of title | a multi-level, multi-dimensional model |
260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
Place of publication, distribution, etc. | Oxfordshire, UK : |
Name of publisher, distributor, etc. | Taylor & Francis, |
Date of publication, distribution, etc. | September-October 2008 |
520 3# - SUMMARY, ETC. | |
Summary, etc. | Based on the data relevant to four public utility services (water, natural gas, electricity and thermoelectricity) collected by a personally administered on-site survey, the authors develop a model to assess the perceived service quality of public utility services. In the model, the perceived service quality of public utility services has a multi-level, multi-dimensional structure with three primary dimensions: outcome, environment and interaction. Eight sub-dimensions are also specified to measure these three primary dimensions. This study contributes to the literature by providing a conceptual model for the perceived service quality of public utility services. This study also provides insights and guidance for managers, government officials and community policy-makers in the measurement and management of service quality in public utility firms |
700 1# - ADDED ENTRY--PERSONAL NAME | |
Personal name | LAI, Fujun |
9 (RLIN) | 36156 |
700 1# - ADDED ENTRY--PERSONAL NAME | |
Personal name | CHEN, Ye |
9 (RLIN) | 36157 |
700 1# - ADDED ENTRY--PERSONAL NAME | |
Personal name | HUTCHINSON, Joe |
9 (RLIN) | 5006 |
773 08 - HOST ITEM ENTRY | |
Title | Total quality management & business excellence |
Related parts | 19, 9-10, p. 1055-1070 |
Place, publisher, and date of publication | Oxfordshire, UK : Taylor & Francis, September-October 2008 |
International Standard Serial Number | ISSN 14783363 |
Record control number | |
942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
Koha item type | Periódico |
998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
-- | 20090130 |
Operator's initials, OID (RLIN) | 1532^b |
Cataloger's initials, CIN (RLIN) | Tiago |
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