{"title":"An integrated approach to service quality improvement","authors":"C. Kuei, M. Lu","doi":"10.1108/13598539710159068","DOIUrl":null,"url":null,"abstract":"Presents a synergy and integration of marketing and operations for continuous quality improvement in a service setting. Discusses measurements, improvements, and responsibilities of service quality. Integrates a service quality evaluation tool (SERVQUAL) and a service quality improvement tool (QFD). Claims that only through this synergy and integration of systems, concepts and tools will the aim of the organization in achieving service quality be reached.","PeriodicalId":376191,"journal":{"name":"International Journal of Quality Science","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"1997-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"25","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Quality Science","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1108/13598539710159068","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 25
Abstract
Presents a synergy and integration of marketing and operations for continuous quality improvement in a service setting. Discusses measurements, improvements, and responsibilities of service quality. Integrates a service quality evaluation tool (SERVQUAL) and a service quality improvement tool (QFD). Claims that only through this synergy and integration of systems, concepts and tools will the aim of the organization in achieving service quality be reached.
京公网安备 11010802042870号
京ICP备2023020795号-1
分享
求助内容：
应助结果提醒方式：
扫码关注我们
