Prioritization of service quality parameters based on ordinal responses
Article Abstract:
A prioritization methodology of the service quality parameters is proposed for a service sector industry based on surveys carried out on both the internal and external consumers. The proposed methodology is expected to encompass any service sector industry with well-defined service quality parameters and can be used as an alternative approach to the SERVQUAL instrument.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2005
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Establishment of a quality-management system for service industries
Article Abstract:
With reference to case studies of HP and IBM companies in Taiwan, the development and feasibility of a comprehensive quality-management system for service organizations is analyzed.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2006
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Applying fuzzy quality function deployment to identify service management requirements for an ocean freight forwarder
Article Abstract:
Fuzzy logic is used to link service management requirements and customer needs for an ocean freighter.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2006
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