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International Journal of Quality & Reliability Management, 1994
The service sector has assumed greater economic importance over the past decade. The latest statistics show that the sector accounts for 60 per cent of the value added in the European Economic Community (EEC). It is estimated that “doing things wrong” typically accounts for between 30 and 40 per cent of a service organization’s operating costs.
Abby Ghobadian +2 more
+4 more sources
The service sector has assumed greater economic importance over the past decade. The latest statistics show that the sector accounts for 60 per cent of the value added in the European Economic Community (EEC). It is estimated that “doing things wrong” typically accounts for between 30 and 40 per cent of a service organization’s operating costs.
Abby Ghobadian +2 more
+4 more sources
Service Quality Deployment: Quality Service by Design
1993The service-dominated and product-dominated sectors are just awakening from a service slumber to find a new generation of quality activities that call for systematic approaches to design and improvement. This paper proposes a methodological framework called Service Quality Deployment, to enable the creation of quality services by cross-functional ...
Ravi S. Behara, Richard B. Chase
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2012
Once a service is defined, its quality must also be defined. Many service quality measures from marketing, supply chain, and Information Systems have been formulated and tested over the last 50 years, developing generic user satisfaction measures. This research reviews the research from the three disciplines, developing directions for future research ...
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Once a service is defined, its quality must also be defined. Many service quality measures from marketing, supply chain, and Information Systems have been formulated and tested over the last 50 years, developing generic user satisfaction measures. This research reviews the research from the three disciplines, developing directions for future research ...
openaire +2 more sources
Service quality evaluation by service quality performance matrix
Total Quality Management & Business Excellence, 2003Excellent service quality and high customer satisfaction is the key issue and challenge for today's service industry. Customer perception (satisfaction) and customer expectation (importance) determines the service quality performance. Questionnaires help service providers to realize their service quality performance, and the weighted average of ...
Y. H. Hung, M. L. Huang, K. S. Chen
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Quality in hospitality services.
2020The main purpose of this chapter is to give an overview of how important experiential marketing is for quality in hospitality services. With this aim in mind, the chapter opens by defining service experience, setting the scene for service encounters and giving credit to the huge role service plays in the consumer experience.
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Journal of International Hospitality, Leisure & Tourism Management, 1999
Peter Mudie, Angela Cottam
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Peter Mudie, Angela Cottam
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