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Truths and Myths in Service Quality

Truths and Myths in Service Quality Truths and myths in service quality are presented under five headings. The first concerns the alleged differences and similarities between goods and services and what impact these have on quality management. The second explores the question: Does service quality cost or is quality free? A major problem with service quality is variability and limited capability and robustness of the service production process; this is treated as issue three. The fourth issue presents the “love factor”, referring to the fact that particularly in some service areas‐the care sector and education being obvious examples – quality can only be created if the services provider demonstrates more than objective skills and perfect systems; there is need for a loving and caring relationship with the customer. Finally, the “peanut syndrome”, which addresses the question of how high customer expectations should be raised, is noted. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Truths and Myths in Service Quality

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Publisher
Emerald Publishing
Copyright
Copyright © 1991 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239110007256
Publisher site
See Article on Publisher Site

Abstract

Truths and myths in service quality are presented under five headings. The first concerns the alleged differences and similarities between goods and services and what impact these have on quality management. The second explores the question: Does service quality cost or is quality free? A major problem with service quality is variability and limited capability and robustness of the service production process; this is treated as issue three. The fourth issue presents the “love factor”, referring to the fact that particularly in some service areas‐the care sector and education being obvious examples – quality can only be created if the services provider demonstrates more than objective skills and perfect systems; there is need for a loving and caring relationship with the customer. Finally, the “peanut syndrome”, which addresses the question of how high customer expectations should be raised, is noted.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Dec 1, 1991

Keywords: Service industries; Service quality; Quality management

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