000			01627naa a2200205uu 4500
001			9013015320110
003			OSt
005			20190211164653.0
008			090130s2009 xx ||||gr |0|| 0 eng d
100	1		_aBAI, Changhong _936155
245	1	0	_aConceptualising the perceived service quality of public utility services : _ba multi-level, multi-dimensional model
260			_aOxfordshire, UK : _bTaylor & Francis, _cSeptember-October 2008
520	3		_aBased 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		_aLAI, Fujun _936156
700	1		_aCHEN, Ye _936157
700	1		_aHUTCHINSON, Joe _95006
773	0	8	_tTotal quality management & business excellence _g19, 9-10, p. 1055-1070 _dOxfordshire, UK : Taylor & Francis, September-October 2008 _xISSN 14783363 _w
942			_cS
998			_a20090130 _b1532^b _cTiago
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c28159 _d28159
041			_aeng