Meyer, Anton, Chase, Richard, Roth, Aleda V., Voss, Christopher A., Sperl, Klaus-Ulrich, Menor, L. and Blackmon, Kate (1999) Service competitiveness - An international benchmarking comparison of service practice and performance in Germany, UK and USA. International Journal of Service Industry Management, 10 (4). pp. 369-379.
This paper provides a cross-country examination of service management practice and performance of service organizations in the UK, the US, and Germany. The findings reported are based on a sample of firms from the international service study from four service sectors: financial services, professional services, hotels, and utilities. The paper argues that generally there are differences in services management practices and performance and, more specifically, that service quality performance may be explained by the nature and market dynamics of the service sector within the individual countries.
|Centre:||BT Centre for Major Programme Management
Faculty of Operations Management
|Date Deposited:||25 Oct 2012 10:58|
|Last Modified:||23 Oct 2015 14:07|
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