Toulon-Verona Conference "Excellence in Services" · 2010 · 20 citations · 34 references
ManagementQuality ManagementStrategic ManagementQuality PlanningService OperationsTotal Quality ManagementCustomer SatisfactionQuality StrategyService Performance MeasurementService QualityService Quality ImprovementService StrategyManagerial Control StructurePerceived Service QualityService Quality Gap AnalysisService Quality GapsService Quality ManagementService Quality Management SystemsService Quality Models
This paper considers the main models concerning service quality management in order to develop synergies among them, thus arriving at the construction of a more general and comprehensive service quality model. Such a model is useful not only for managerial control purposes (how to evaluate qualitative problems perceived by customers and quality gaps within the company), but also for strategic analysis.
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Cultures and Organizations: Software of the Mind.
Harry C. Triandis, Geert Hofstede · Administrative Science Quarterly · 1993 · 17.9K citations · Full text