Chapter 6. Service Quality
- Shirley Coleman Technical Director2,
- Tony Greenfield3,
- Dave Stewardson2,
- Douglas C. Montgomery4
Published Online: 3 MAR 2008
DOI: 10.1002/9780470997482.ch6
Copyright © 2008 John Wiley & Sons, Ltd
Book Title
Statistical Practice in Business and Industry
Additional Information
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
- 2
Industrial Statistics Research Unit, Newcastle University, Newcastle upon Tyne NE1 7RU, UK
- 3
Greenfield Research, Little Hucklow, Buxton SK17 8RT, UK
- 4
Regents' Professor of Industrial Engineering & Statistics, ASU Foundation Professor of Engineering, Department of Industrial Engineering Arizona State University Tempe, AZ 85287-5906, USA
Publication History
- Published Online: 3 MAR 2008
- Published Print: 7 MAR 2008
Book Series:
ISBN Information
Print ISBN: 9780470014974
Online ISBN: 9780470997482
- Summary
- Chapter
Keywords:
- 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;
- SERVQUAL (SERVice QUALity);
- SERVPERF - performance-only measure of service quality;
- vignette method or factorial survey approach;
- mystery shopping in service setting
Summary
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