An integrated approach to service quality improvement
Chu‐Hua Kuei
(Lubin School of Business, Pace University, New York, USA)
Min H. Lu
(Monmouth University, West Long Branch, New Jersey, USA)
3134
Abstract
Presents a synergy and integration of marketing and operations for continuous quality improvement in a service setting. Discusses measurements, improvements, and responsibilities of service quality. Integrates a service quality evaluation tool (SERVQUAL) and a service quality improvement tool (QFD). Claims that only through this synergy and integration of systems, concepts and tools will the aim of the organization in achieving service quality be reached.
Keywords
Citation
Kuei, C. and Lu, M.H. (1997), "An integrated approach to service quality improvement", International Journal of Quality Science, Vol. 2 No. 1, pp. 24-36. https://doi.org/10.1108/13598539710159068
Publisher
:MCB UP Ltd
Copyright © 1997, MCB UP Limited