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The integrated evaluation model for administration quality based on service time

  • Published:2001-10 Issue:5 Volume:11 Page:342-351
  • ISSN:0960-4529
  • Container-title:Managing Service Quality: An International Journal
  • language:en
  • Short-container-title:Managing Service Quality

Author:

Chen Jann‐Pygn,Chen Chi‐Kuang N.,Chen K.S.

Publisher

Emerald

Subject

Strategy and Management

Reference16 articles.

1. Berry, L.L., Zeithaml, V.A. and Parasuraman, A. (1985), “Quality counts in service, too”,Business Horizons, Vol. 47.

2. Boyles, R.A. (1991), “The Taguchi capability index”,Journal of Quality Technology, Vol. 23, pp. 17‐26.

3. Brocess capability with asymmetric tolerances

4. Chan, L.K., Cheng, S.W. and Spiring, F.A. (1988), “A new measure of process capability: Cpm”,Journal of Quality Technology, Vol. 20, pp. 162‐75.

5. An open-systems approach to video on demand

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