Concepedia

Service Quality Deployment

Service Quality Deployment is a systematic framework within quality management that extends the principles of Quality Function Deployment to service industries by translating customer expectations into specific service performance requirements and operational processes.

126

Publications

6.3K

Citations

278

Authors

175

Institutions

Publications per year

2017–2026

37

Parents

Publications

126

An Evaluation of Cyber-Bookshops: The WebQual Method

Stuart J. Barnes, Richard Vidgen · International Journal of Electronic Commerce · 2001 · 461 citations

, , +10

Integrating SERVQUAL and Kano’s model into QFD for service excellence development

Kay Chen Tan, Theresia Amelia Pawitra · Managing Service Quality · 2001 · 383 citations

, , +16

WebQual: An Exploration of Web-Site Quality.

Stuart J. Barnes, Richard Vidgen · Journal of the Association for Information Systems · 2000 · 247 citations · Full text

, , +17

A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model

Amitava Mitra · Journal of Air Transport Management · 2014 · 216 citations

, , +16

Service quality: a tutorial

Jean Harvey · Journal of Operations Management · 1998 · 205 citations · Full text

, , +17

1–5 of 126

Authors

278

  1. SS
    Sangeeta Sahney

    Indian Institute of Technology Kharagpur, India

    5 publications · 344 citations

    5

    h-index

  2. EB
    Emrah Bulut

    Sakarya University, Türkiye

    4 publications · 100 citations

    4

    h-index

  3. AC
    Andreas C. Georgiou

    University of Macedonia, Greece

    4 publications · 165 citations

    4

    h-index

  4. ST
    Sheng Teng Huang

    National Taiwan Ocean University, Taiwan

    4 publications · 101 citations

    4

    h-index

  5. CC
    Ching‐Chan Cheng

    Sun Yat-sen University, China

    4 publications · 225 citations

    4

    h-index

1–5 of 278

Institutions

175

  1. National Taiwan Ocean University

    Keelung, Taiwan

    6 h-index

    7 publications

    148 citations

  2. National University of Singapore

    Singapore, Singapore

    5 h-index

    7 publications

    655 citations

  3. Yıldız Technical University

    Istanbul, Türkiye

    5 h-index

    5 publications

    140 citations

  4. National Changhua University of Education

    Changhua, Taiwan

    4 h-index

    6 publications

    304 citations

  5. University of Macedonia

    Thessaloniki, Greece

    4 h-index

    15 publications

    642 citations

  6. University of Surabaya

    Surabaya, Indonesia

    4 h-index

    4 publications

    589 citations

  7. City University of Hong Kong

    Hong Kong, Hong Kong

    3 h-index

    7 publications

    359 citations

  8. Indian Institute of Technology Kharagpur

    Kharagpur, India

    3 h-index

    3 publications

    131 citations

1–8 of 175

Venues

  1. Total Quality Management & Business Excellence

    11 publications · 407 citations

    11

    h-index

  2. Managing Service Quality

    MSQ · 7 publications · 893 citations

    7

    h-index

  3. Benchmarking An International Journal

    5 publications · 164 citations

    5

    h-index

  4. The TQM Journal

    4 publications · 218 citations

    4

    h-index

  5. Computers & Industrial Engineering

    4 publications · 170 citations

    4

    h-index

1–5