Applying QFD to Internal Service System Design

Quality Progress

Volumn 32, Issue 2, 1999, Pages 65-83

  Natarajan, R Nat ^a   Martz, Ralph E ^b   Kurosaka, Kyosuke ^c  

^a TENNESSEE TECHNOLOGICAL UNIVERSITY   (United States)

^b AMR Corp   (United States)

^c Averilt Express Corp   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0010685277     PISSN: 0033524X     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (5)

1. L.G. Shostack, "Designing Services That Deliver," Harvard Business Review, January-February 1984, pp. 133-139.
2. R.S. Behera and R.B. Chase, "Service Quality Deployment: Quality Service by Design," Rakesh V. Sarin, editor, Perspectives in Operations Management: Essays in Honor of Elwood S. Buffa (Norwell, MA: Kluwer Academic Publisher, 1993).
3. J.R. Hauser and D.R. Clausing, "The House of Quality," Harvard Business Review, May-June 1988, pp. 63-73.
4. A. Parasuraman, V.A. Zeithaml, and L.L. Berry, "SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality," Journal of Retailing, Spring 1988, pp. 12-40.
5. R.B. Chase and D.M. Stewart, "Make Your Service Fail-Safe," Sloan Management Review, Spring 1994, pp. 35-44.