Year

1996

Degree Name

Master of Science - Research

Department

Faculty of Commerce

Abstract

This study addresses the critical service intangibles of a long-term relationship between Company A and a major Australian bank. It employs service quality, organisational buying behaviour and organisational culture perspective in approaching issues of total quality. The results of this explorative study reveal that an appropriate diagnosis of intangibles can contribute to the understandings of the relationship and consequently enhance the credibility of organisational decisions.

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