Design of quality service systems in the public sector: Use of quality function deployment in police services

Total Quality Management

Volumn 12, Issue 5, 2001, Pages 677-687

  Selen, Willem J ^a,b   Schepers, Jos ^c  

^a Vesalius College   (Belgium)

^b JAMES COOK UNIVERSITY   (Australia)

^c Federal Police ^*  (Belgium)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0442279649     PISSN: 09544127     EISSN: None     Source Type: Journal    
DOI: 10.1080/09544120120060141     Document Type: Article

References (12)

1. AKAO, Y. (1990) QFD: Integrating Customer Requirements into Product Design (Cambridge, MA, Productivity Press).
2. AKAO, Y. (1997) QFD-past, present and future. In: A. GUSTAFSON, B. BERGMAN & F. EKDAHL (Eds), Proceedings of the Third Annual International QFD Symposium, Vol. 1 (Linkoping, Sweden, Linkoping University), pp. 19-29.
3. ARNOULD, E.J. & PRICE, L. (1993) River magic: extraordinary experience and the extended service encounter, Journal of Consumer Research, 20(1), pp. 24-45.
4. DEIGHTON, J. (1994) Managing services when the service is performance. In: R.T. RUST & R.L. OLIVER (Eds.), Service Quality: New Directions in Theory and Practice (Thousand Oaks, CA, Sage Publications), pp. 123-138.
5. DUBE, L., JOHNSON, M.D. & RENAGHAN, L.M. (1999) Adapting the QFD approach to extended service transactions, Production and Operations Management, 8(3), pp. 301-317.
6. DUBE, L. & MORGAN, M.S. (1996) Trend effects and gender differences in retrospective judgments of consumption emotions, Journal of Consumer Research, 23(2), pp. 156-162.
7. HAUSER, J.R. & CLAUSING, D. (1988) The House of Quality, Harvard Business Review, 66, May-June, pp. 63-73.
8. MAZUR, G. (1993) Comprehensive Service Quality Function Deployment (Ann Harbor, MI, Japan Business Consultant)
9. MAZUR, G. (1997) Service QFD: state of the art. In: A. GUSTAFSON, B. BERGMAN & F. EKDAHL (Eds), Proceedings of the Third Annual International QFD Symposium, Vol. 1 (Linkoping, Sweden, Linkoping University), pp. 57-66.
10. MAZUR, G. (1998) QFD for service industries. In: J.B. REVELLE, J.W. MORAN & C.A. COX (Eds.), The QFD Handbook (New York, Wiley), pp. 139-162.
11. MIZUNO, S. & AKAO, Y. (1994) QFD: The Customer-Driven Approach to Quality Planning and Deployment (Tokyo, Japan, Asian Productivity Center)
12. STAUSS, B. (1993) Service problem deployment: transformation of problem information into problem prevention activities, International Journal of Service Industry Management, 4(2), pp. 41-62.