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Titolo:
PLANNING FOR SERVICE QUALITY - AN INTEGRATIVE APPROACH
Autore:
STUART FI; TAX SS;
Indirizzi:
UNIV BATH BATH BA2 7AY AVON ENGLAND UNIV VICTORIA VICTORIA BC CANADA
Titolo Testata:
International journal of service industry management
fascicolo: 4, volume: 7, anno: 1996,
pagine: 58 -
SICI:
0956-4233(1996)7:4<58:PFSQ-A>2.0.ZU;2-2
Fonte:
ISI
Lingua:
ENG
Soggetto:
FINANCIAL SERVICES; DISTINGUISHES; MANAGEMENT; SUCCESS; FAILURE;
Keywords:
COST OF QUALITY; PLANNING; SERVICE QUALITY;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Physical, Chemical & Earth Sciences
Citazioni:
51
Recensione:
Indirizzi per estratti:
Citazione:
F.I. Stuart e S.S. Tax, "PLANNING FOR SERVICE QUALITY - AN INTEGRATIVE APPROACH", International journal of service industry management, 7(4), 1996, pp. 58

Abstract

Studies focusing on service quality management suggest that sen ice firms spend too little effort on planning for service quality. The ensuing costs associated with poor service quality planning lead to lower profitability as part of the ''cycle of service failures''. Examines how a quality planning technique (quality function deployment) (QFD) can be modified and adapted for use in a service environment to help prevent service failures. Illustrates the potential for the quality function deployment process as an effective tool at both the strategic planning level and the tactical level using the front-desk activities in ahotel as an example. Also discusses the potential application of the QFD process to other design and planning challenges.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 06/12/20 alle ore 00:04:39