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Titolo:
The relationship between management's perception of total quality service and customer perceptions of service quality
Autore:
Sureshchandar, GS; Rajendran, C; Anantharaman, RN;
Indirizzi:
Indian Inst Technol, Dept Humanities & Social Sci, Ind Engn & Management Div, Chennai 600036, Tamil Nadu, India Indian Inst Technol Chennai Tamil Nadu India 600036 36, Tamil Nadu, India
Titolo Testata:
TOTAL QUALITY MANAGEMENT
fascicolo: 1, volume: 13, anno: 2002,
pagine: 69 - 88
SICI:
0954-4127(200201)13:1<69:TRBMPO>2.0.ZU;2-5
Fonte:
ISI
Lingua:
ENG
Soggetto:
COMPETITIVE ADVANTAGE; PERFORMANCE; MODEL; SATISFACTION; IMPACT; IMPLEMENTATION; REASSESSMENT; TQM;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Social & Behavioral Sciences
--discip_BC--
Citazioni:
54
Recensione:
Indirizzi per estratti:
Indirizzo: Rajendran, C Indian Inst Technol, Dept Humanities & Social Sci, Ind Engn &Management Div, Chennai 600036, Tamil Nadu, India Indian Inst Technol Chennai Tamil Nadu India 600036 u, India
Citazione:
G.S. Sureshchandar et al., "The relationship between management's perception of total quality service and customer perceptions of service quality", TOT QUAL M, 13(1), 2002, pp. 69-88

Abstract

The effectiveness of quality management programmes at resulting in enhanced business performance has been a major subject of interest for business and academia alike. In service organizations, customer-perceived service quality is considered as one of the key determinants of business performance. The current study strives to examine the influence of total quality service (TQS) dimensions on customer-perceived service quality. Multiple regressionanalysis has been used to investigate the relationship between the different dimensions of TQS and the various factors of service quality. The results have indicated that the TQS dimensions, as a whole, are indeed good predictors of service quality. Furthermore, the soft issues of TQS (such as human resource management, customer focus, service culture, employee satisfaction, top management commitment and leadership and social responsibility) seem to be more vital than do hard issues in positively influencing customer-perceived service quality.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 29/03/20 alle ore 01:13:40