Liqui-Gas Enjoys a Lesson in Service Quality

Résumé du livre

The Liqui-Gas case study both introduces the concept of SERVQUAL, and presents some realistic data based around a SERVQUAL study conducted in a European industrial market. Although disguised and adapted, the basic ideas in this case study are drawn from a real-world study that was intended to achieve the goals described. The case study addresses the question of whether, and to what extent, service quality is important in a highly tangible, industrial marketing situation.