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CSM the wave of the future

CSM the wave of the future Asserts that the essential role of Customer Satisfaction Measurement CSM is not simply a research activity, but a key management tool. Suggests the Quality Integration Framework as one attempt to blend the components of external, perceived quality upper pyramid with a hierarchy of organisational elements pertaining to the companys internal quality lower pyramid. Proposes that total quality can exist only when the two pyramids are closely aligned. Considers the external and internal quality and discusses some implications of the Framework. Concludes that CSM is a strategic tool which progressive companies will treat as an integral element of the firms total quality management. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

CSM the wave of the future

Managing Service Quality , Volume 1 (3): 4 – Mar 1, 1991

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/EUM0000000003137
Publisher site
See Article on Publisher Site

Abstract

Asserts that the essential role of Customer Satisfaction Measurement CSM is not simply a research activity, but a key management tool. Suggests the Quality Integration Framework as one attempt to blend the components of external, perceived quality upper pyramid with a hierarchy of organisational elements pertaining to the companys internal quality lower pyramid. Proposes that total quality can exist only when the two pyramids are closely aligned. Considers the external and internal quality and discusses some implications of the Framework. Concludes that CSM is a strategic tool which progressive companies will treat as an integral element of the firms total quality management.

Journal

Managing Service QualityEmerald Publishing

Published: Mar 1, 1991

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