000			01969naa a2200205uu 4500
001			8421
003			OSt
005			20190211154448.0
008			021119s2002 xx ||||gr |0|| 0 eng d
100	1		_aXIANDE Zhao _911487
245	1	0	_aAn empirical assessment and application of SERVQUAL in a Mailand Chinese department store
260			_aOxfordshire : _bRoutledge, _cMarch 2002
520	3		_aMore and more retailers in Mainland China are trying to differentiate their service through quality improvement. In this paper, we report upon the application of SERVQUAL in service quality improvement at a department store in Tianjin, a city in Northern China. We shall also assess the reliability and validity of the SERVQUAL instrument using data collected from this department store. The improvement effort included comparisons of service quality as perceived by both external customers and internal employees, identification of areas for improvements through focus group discussion of the survey results, and development of a plan for improvements. Statistical analyses of the survey response fro this company were also performed to test the validity of the SERVQUAL instrument and the applicability of the five dimensions of service quality in the Chinese retail industry. The results indicate that the gap scores did not merge into five dimensions of service quality; rather, the perception scores roughly merged into six dimensions. The findings from this study indicate that the SERVQUAL instrument and the five dimensions of service quality may not be applicable to the retail sector of Mailand China and further research is necessary to understand service quality in Mailand China
700	1		_aCHANGHONG Bai _917710
700	1		_aY. V. Hui _917711
773	0	8	_tTotal Quality Management _g13, 2, p. 241-254 _dOxfordshire : Routledge, March 2002 _xISSN 09544127 _w
942			_cS
998			_a20021119 _bLucima _cLucimara
998			_a20101029 _b1145^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c8567 _d8567
041			_aeng