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Expanding the Role of CSM in Total Quality

Expanding the Role of CSM in Total Quality Customer satisfaction measurement (CSM) should be central to the total quality improvement process within service‐oriented firms. A normative framework is described that contains a sequence of ten research modules providing internal/external customer information for quality planning. The modules facilitate decision making according to the PDCA cycle of total quality management. The framework is based on the CSM/quality improvement practices of leading European and North American firms, methodologies developed in academic settings, and the general logic of survey research. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Expanding the Role of CSM in Total Quality

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Publisher
Emerald Publishing
Copyright
Copyright © 1991 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239110006888
Publisher site
See Article on Publisher Site

Abstract

Customer satisfaction measurement (CSM) should be central to the total quality improvement process within service‐oriented firms. A normative framework is described that contains a sequence of ten research modules providing internal/external customer information for quality planning. The modules facilitate decision making according to the PDCA cycle of total quality management. The framework is based on the CSM/quality improvement practices of leading European and North American firms, methodologies developed in academic settings, and the general logic of survey research.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Aug 1, 1991

Keywords: Research; Service industries; Customer satisfaction; TQM

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