Service Quality Management Systems: An Annotated Bibliography
Rept. for 1989-1991
NAVY PERSONNEL RESEARCH AND DEVELOPMENT CENTER SAN DIEGO CA
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This bibliography is intended to provide a resource for those interested in gaining an introduction to the area of service quality management systems. Service quality management systems are concerned with optimizing the customer-supplier quality relationship to the benefit of both parties. That is, by meeting and exceeding the customers expectations, the supplier may gain a competitive advantage. The literature cited in this bibliography underscores this customer-supplier relationship. The materials cited in this effort include 1 theoretical models, 2 empirical analyses, 3 case studies, and 4 description of techniques and guidelines, which are intended to optimize the relationship between the supplier and the customer. Service management customer feedback, customer satisfaction, service quality, customer expectation, customer-supplier relationship, partnership, customer needs, market research.
- Administration and Management