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Enhancing customer orientation of service delivery systems: an integrative framework

Mahmoud M. Yasin (Mahmoud M. Yasin is Professor of Management and Ugur Yavas is Professor of Marketing, both at the East Tennessee State University, Johnson City, Tennessee, USA)
Ugur Yavas (Ugur Yavas is Professor of Marketing, both at the East Tennessee State University, Johnson City, Tennessee, USA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 June 1999

2406

Abstract

To streamline and improce their service delivery systems, service organizations have much to learn from their manufacturing counterparts in the use of quality and process improvement tools. The purpose of this article is to present a practical framework which integrates these tools in order to enhance the efficiency and customer orientation of service delivery systems. Two examples are used to illustrate the application of the framework. Also practical guidelines to facilitate the implementation of the proposed framework are offered.

Keywords

Citation

Yasin, M.M. and Yavas, U. (1999), "Enhancing customer orientation of service delivery systems: an integrative framework", Managing Service Quality: An International Journal, Vol. 9 No. 3, pp. 198-203. https://doi.org/10.1108/09604529910267109

Publisher

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MCB UP Ltd

Copyright © 1999, MCB UP Limited

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