Chapter 6. Service Quality

  1. Shirley Coleman Technical Director2,
  2. Tony Greenfield3,
  3. Dave Stewardson2 and
  4. Douglas C. Montgomery4
  1. Irena Ograjenšek

Published Online: 3 MAR 2008

DOI: 10.1002/9780470997482.ch6

Statistical Practice in Business and Industry

Statistical Practice in Business and Industry

How to Cite

Ograjenšek, I. (2008) Service Quality, in Statistical Practice in Business and Industry (eds S. Coleman, T. Greenfield, D. Stewardson and D. C. Montgomery), John Wiley & Sons, Ltd, Chichester, UK. doi: 10.1002/9780470997482.ch6

Editor Information

  1. 2

    Industrial Statistics Research Unit, Newcastle University, Newcastle upon Tyne NE1 7RU, UK

  2. 3

    Greenfield Research, Little Hucklow, Buxton SK17 8RT, UK

  3. 4

    Regents' Professor of Industrial Engineering & Statistics, ASU Foundation Professor of Engineering, Department of Industrial Engineering Arizona State University Tempe, AZ 85287-5906, USA

Author Information

  1. University of Ljubljana, Faculty of Economics, Statistical Institute (SIEF), Kardeljeva ploščad 17, 1000 Ljubljana, Slovenia

Publication History

  1. Published Online: 3 MAR 2008
  2. Published Print: 7 MAR 2008

ISBN Information

Print ISBN: 9780470014974

Online ISBN: 9780470997482



  • tangibility spectrum and service quality;
  • production approach and marketing approach;
  • production approach - service process optimisation;
  • basic statistical toolbox;
  • extended statistical toolbox and design of experiments (DoE);
  • customer intentions;
  • SERVPERF - performance-only measure of service quality;
  • vignette method or factorial survey approach;
  • mystery shopping in service setting


This chapter contains sections titled:

  • Introduction

  • Use of statistical methods to improve service quality: an overview of approaches

  • Production approach to improve service quality

  • Marketing approach to improve service quality

  • The production and marketing approaches: Two sides of the same coin

  • References

  • Further reading