Survey on Human Resource Management Practices In Private Sector In India

Exploring the Impact of Service Quality on Firm Performance in Private Sector

Abstract

It is difficult forservice firms to envision and understand the aspects which mean high quality toconsumers. Service quality allows an organization to differentiate itself fromthe competitors and gain a substantial competitive advantage. Hence, servicequality is at the forefront of both the marketing literature in general and theservice marketing literature in particular (Lassar et al., 2001). Quality service is recently considered a criticalfactor that enables many service organizations achieve a differential advantageover their competitors. It has become an important research topic because ofits important relationship to corporate marketing, financial performance, andmoreover firm performance.