Seeking Latest References on Quality Management Issues in Service Industries – Any Suggestions?

Hi Everybody,

I am writing a paper on "quality management issues in service industries". Can anyone guide me as to where I can find the latest references on this subject other than that of Deming and Juran?

Regards,
Nabeel

Check out the eSourcing Capability Model for Service Providers - available from itsqc.cs.cmu.edu.

Sir,

With regards to your posting on ascertaining the quality of service rendered by a service firm, it can be assessed by the application of the "Servqual" model put forth by Valarie Zeithaml and A. Parasuraman. This model discusses the gap that exists in the delivery of service and the service experienced by the customer.

I am attaching a file that explains this gap model, and for further information, please refer to the following book: ZEITHAML, Valarie A & BITNER, Mary Jo. - Services Marketing.

Regards,
Dilip.K