000			01877naa a2200229uu 4500
001			6041716255921
003			OSt
005			20190211161044.0
008			060417s2006 xx ||||gr |0|| 0 eng d
100	1		_aBARNES, Bradley R. _924735
245	1	0	_aAnalysing service quality : _bThe case of a US military club
260			_aUK : _bRoutledge, _cOctober- November 2005
520	3		_aThe literature is scant in the area of services affecting internal customers at military bases. As a response, a research investigation was undertaken to help fill this gap and help provide practical solutions for improving service provision at this particular overseas military base's recreational club. Over recent years, many US military service clubs have experienced decline in terms of financial performance. Research was undertaken to address this problem at this US service club, located in northern England. The aim of the investigation was to provide insights for enhancing service quality in terms of the club's overall delivery and provision. The SERVQUAL instrument, introduced by Parasuraman et al. (1988), was tailored for the study. The technique has been widely documented as an approach for measuring service quality, via comparing customers' expectations against their perceptions on five service attributes. Initial findings from the investigation indicate that the club is falling short on satisfying the requirements of its members on all five service-dimensions presented under the guise of the framework.
650		4	_aServices marketing _924736
650		4	_aService quality _919445
650		4	_aSERVQUAL _924737
700	1		_aSHEYS, Tom _924738
700	1		_aMORRIS, D. S. _924739
773	0	8	_tTotal Quality Management & Business Excellence _g16, 8-9, p. 955 - 967 _dUK : Routledge, October- November 2005 _xISSN 1478-3363 _w
942			_cS
998			_a20060417 _b1625^b _cNatália
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c15629 _d15629
041			_aeng