Total service quality management

V. John Peters

47 citations0/0 files storedManaging Service Quality

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Customer Service Quality and Loyalty Quality and Supply Management Management Systems and Quality Improvement

Abstract

The purpose of this paper is to discuss service quality and total quality management as a business strategy designed to add value to customers. It begins by discussing the roots of quality assurance and total quality management, TQM, discusses BPR and supply chain management, and argues for a “moments of truth” analysis approach to delivering service quality.

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1987Moments of Truth

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2016Evaluating library service quality at the Aga Khan University library: Application of a total quality management approach 2012A Study on Total Quality Management in Higher Education Industry in Malaysia 2011A COMPARATIVE ANALYSIS OF BANKERS' PERCEPTION ON ISLAMIC BANKING IN PAKISTAN 2014Introducing a new continuous improvement framework for increased organisational return on investment 2017Key Enablers of Effective Implementation of TQM in Royal Jet Airways 2014Product recall: supply chain quality issue?2020Efforts to Increase Retail Customer Satisfaction 2014Designing a Conceptual Framework for Organizational Entrepreneurship in the Public Sector in Iran

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