A Framework for Developing a Quality Strategy in a Customer Processing Operation

Robert B. Johnston

45 citations0/0 files storedInternational Journal of Quality & Reliability Management

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Abstract

Increasing competition in the service sector provides an opportunity for firms to differentiate their services from the competition by providing and improving service quality. The development of a quality strategy to improve service quality is presented and the critical points in customer processing are identified.

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References

1979Where does the customer fit in a service operation?1988Managing in the Service Economy 1984New Tools for Achieving Service Quality 1986Operations management in service industries and the public sector 1985Monitoring and Control in Service Operations

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1996Service quality: The construct, its dimensionality and its measurement 1996Service quality: The construct, its dimensionality and its measurement 2004Examining the factors which influence performance measurement and management in the Thai banking industry: an application of the balanced scorecard framework

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