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Managing service quality by combining voice of the service provider and voice of their customers

Managing service quality by combining voice of the service provider and voice of their customers Presents a simple methodology for managing service quality that takes into joint consideration of what customers expect to receive and what the service provider can offer. A four‐step procedure explains the derivation of the customer‐service provider matrix (CSM). Customer feedback and data on an international coffee outlet are employed to demonstrate the application of the CSM as a visual tool. Two versions of the CSM matrix are developed; one with raw data and another with an illustrative weighting procedure. Service providers can prioritize and re‐allocate resources to increase the levels of the attributes of services quality that would be valued by customers. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Managing service quality by combining voice of the service provider and voice of their customers

Clare Chow‐Chua; Raj Komaran
Managing Service Quality , Volume 12 (2): 10 – Apr 1, 2002
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References (36)

Publisher
Emerald Publishing
Copyright
Copyright © 2002 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520210421383
Publisher site
See Article on Publisher Site

Abstract

Presents a simple methodology for managing service quality that takes into joint consideration of what customers expect to receive and what the service provider can offer. A four‐step procedure explains the derivation of the customer‐service provider matrix (CSM). Customer feedback and data on an international coffee outlet are employed to demonstrate the application of the CSM as a visual tool. Two versions of the CSM matrix are developed; one with raw data and another with an illustrative weighting procedure. Service providers can prioritize and re‐allocate resources to increase the levels of the attributes of services quality that would be valued by customers.

Journal

Managing Service Quality – Emerald Publishing

Published: Apr 1, 2002

Keywords: Customer requirements; Service quality; Quality systems; Quality management

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