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Utility: Recent Theory and Some Applications
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1995 MCB UP Ltd. All rights reserved.
- ISSN
- 0956-4233
- DOI
- 10.1108/09564239510101491
- Publisher site
- See Article on Publisher Site
Abstract
The quality improvement strategy (QIS) helps managers decide where changes in an organization′s services will improve its competitiveness. The QIS measures customer perceptions of the organization′s services relative to its competitors′ offerings (competitiveness) and relative to what its offerings ought to be (satisfaction). The QIS logic uses the intersection of competitiveness and satisfaction data for each service to identify and prioritize improvements that will result in a competitive advantage.
Journal
International Journal of Service Industry Management – Emerald Publishing
Published: Dec 1, 1995
Keywords: Competitiveness; Customer satisfaction; Job satisfaction; Kaizen; Performance measurement; Service quality