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
From Pakistan, Islamabad
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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
From Pakistan, Islamabad
Acknowledge(0)Amend(0)
Check out the eSourcing Capability Model for Service Providers - available from itsqc.cs.cmu.edu
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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
From India, Bangalore
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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
From India, Bangalore
Acknowledge(0)Amend(0)CiteHR is an AI-augmented HR knowledge and collaboration platform, enabling HR professionals to solve real-world challenges, validate decisions, and stay ahead through collective intelligence and machine-enhanced guidance. Join Our Platform.
Chapter XVII - Operations Management Managing Quality Efficiency and Responsiveness to Customers.ppt
Total Quality Human Resource Management[1].p df