Service Quality in the Fire Service: an Operational Definition and the Customer's Perception

Service Quality in the Fire Service: an Operational Definition and the Customer's Perception

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An operational definition of service quality did not exist as a standard for the use of executive fire officers. A research paper, written for the Executive Development Course by Blackwell, Clark, DeBell, McGrath and Ratzloff proposes such a definition. This proposed definition was developed from a literature search and a survey instrument developed and administered to Executive Fire Officer participants while on campus at the National Fire Academy.An operational definition of service quality did not exist as a standard for the use of executive fire officers.


Title:Service Quality in the Fire Service: an Operational Definition and the Customer's Perception
Author: Hank Blackwell, Los Alamos County. Fire Department
Publisher: - 1991
ISBN-13:

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