Service Quality Concepts and Models

Service Quality Concepts and Models The service sector has assumed greater economic importance over the past decade. The latest statistics show that the sector accounts for 60 per cent of the value added in the European Economic Community (EEC). It is estimated that “doing things wrong” typically accounts for between 30 and 40 per cent of a service organization’s operating costs. The elimination of this waste and meeting customer expectations are the major challenges facing managers in the service sector. This is why quality improvement is a vital concern for many service organizations. Despite the significance of the service sector and the importance of quality‐related matters to the sector, there is a paucity of research and publications dealing with service quality. Furthermore, there is significant misunderstanding of the various aspects of service quality. Examines the salient features of service quality and its determinants and describes and discusses several service quality models. Each model represents a different approach to quality improvement. The primary aims are to enhance understanding of “service quality” and to identify models that managers in the service industry can employ to improve quality. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality & Reliability Management Emerald Publishing

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Publisher
Emerald Publishing
Copyright
Copyright © 1994 MCB UP Ltd. All rights reserved.
ISSN
0265-671X
DOI
10.1108/02656719410074297
Publisher site
See Article on Publisher Site

Abstract

The service sector has assumed greater economic importance over the past decade. The latest statistics show that the sector accounts for 60 per cent of the value added in the European Economic Community (EEC). It is estimated that “doing things wrong” typically accounts for between 30 and 40 per cent of a service organization’s operating costs. The elimination of this waste and meeting customer expectations are the major challenges facing managers in the service sector. This is why quality improvement is a vital concern for many service organizations. Despite the significance of the service sector and the importance of quality‐related matters to the sector, there is a paucity of research and publications dealing with service quality. Furthermore, there is significant misunderstanding of the various aspects of service quality. Examines the salient features of service quality and its determinants and describes and discusses several service quality models. Each model represents a different approach to quality improvement. The primary aims are to enhance understanding of “service quality” and to identify models that managers in the service industry can employ to improve quality.

Journal

International Journal of Quality & Reliability ManagementEmerald Publishing

Published: Dec 1, 1994

Keywords: Customer satisfaction; Customers; Quality; Service industries; Service quality; Training

References

  • Quality Is Free
    Crosby, P.B.
  • In Search of Quality
    Stewart, J.D.; Walsh, K.
  • A Service Quality Model Based on Ideal Value Standard
    Mattsson, J.

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