Nine Lessons on Service Quality

Abstract

Discusses how service quality lags behind product quality. Contends that combining the management aspects of product quality, service quality and computer software quality with customer perceived quality is essential in order to produce a total holistic quality environment. Presents nine lessons learned in the pursuit of service quality. Asserts that the lessons stem from academic research and practical experience. Concludes that regardless of opinions on the quality of services, it is necessary to prepare for more intense competition in the future. Contends that holistic quality is taking TQM further, emphasising the interaction between quality of goods, services and computer software directed towards the internal as well as the external customer.

Citation

Gummesson, E. (1989), "Nine Lessons on Service Quality", The TQM Magazine, Vol. 1 No. 2. https://doi.org/10.1108/EUM0000000002993