The service quality improvement strategy

Author:

Roy Beach Lee,Burns Lawton R.

Abstract

The quality improvement strategy (QIS) helps managers decide where changes in an organization′s services will improve its competitiveness. The QIS measures customer perceptions of the organization′s services relative to its competitors′ offerings (competitiveness) and relative to what its offerings ought to be (satisfaction). The QIS logic uses the intersection of competitiveness and satisfaction data for each service to identify and prioritize improvements that will result in a competitive advantage.

Publisher

Emerald

Subject

Management of Technology and Innovation,Strategy and Management,General Business, Management and Accounting

Reference23 articles.

1. Babakus, E. and Mangold, W.G. (1989), “Adapting the ‘SERVQUAL’ scale to the health care environment: an empirical assessment”, in Bloom, P., Winer, R., Kassarjian, H., Scammon, D., Weitz, B., Speckman, R. , Mahajan, V. and Levy, M. (Eds), Enhancing Knowledge Development in Marketing, American Marketing Association, Chicago, IL.

2. Beach, L.R. (1993), Making the Right Decision: Culture, Vision and Planning, Prentice‐Hall, Englewood Cliffs, NJ.

3. Beach, L.R. and Barnes, V. (1983), “Appropriate measurement in a multiattribute utility context”, Organizational Behavior and Human Performance, Vol. 32 No. 3, pp. 417‐24.

4. Beach, L.R., Campbell, F.L. and Townes, B.D. (1979), “Subjective expected utility and the prediction of birth‐planning decisions”, Organizational Behavior and Human Performance, Vol. 24 No. 1, pp. 18‐28.

5. Beach, L.R., Mai‐Dalton, Marshall, M. and Beach, B.H. (1981), “ The METRO study: a closer look at mispredicted decisions ”, Organizational Behavior and Human Performance, Vol. 28 No. 1, pp. 50‐61.

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