A new decision-making tool: The service performance index

International Journal of Quality and Reliability Management

Volumn 17, Issue 6, 2000, Pages 671-678

  Chen, K S ^a   Yang, H H ^a  

^a NATIONAL CHIN YI UNIVERSITY OF TECHNOLOGY   (Taiwan)

Author keywords

Customer satisfaction; Customer service; Performance

Indexed keywords

EID: 18844418233     PISSN: 0265671X     EISSN: None     Source Type: Journal    
DOI: 10.1108/02656710010317056     Document Type: Article

References (20)

1. Bowersox, D.J. and Closs, D.J. (1996), Logistical Management, McGraw-Hill, New York, NY.
2. Charnes, A., Cooper, W.W. and Rhodes, E. (1981), Evaluating program and managerial efficiency: an application of data envelopment analysis to program follow through", Management Science, Vol. 27No. 6, pp. 668-97.
3. Chow, G., Heaver, T.D. and Henriksson, L.E. (1994), Logistics performance: definition and measurement", International Journal of Physical Distribution & Logistics Management, Vol. 24 No. 1, pp. 17-28.
4. Clarke, R.L. and Gourdin, K.N. (1991), Measuring the efficiency of the logistics process", Journal of Business Logistics, Vol. 12 No. 2, pp. 17-33.
5. Danaher, P.J. and Haddrell, V. (1996), A comparison of question scales used for measuring customer satisfaction", International Journal of Service Industry Management, Vol. 7No. 4, pp. 4-26.
6. Hawes, D.K. and Arndt, J. (1982), Determining consumer satisfaction through benefit profiling", European Journal of Marketing, Vol. 13 No. 8.
7. Holcomb, M.C. (1994), Customer service measurement: a methodology for increasing customer value through utilization of the Taguchi strategy", Journal of Business Logistics, Vol. 1 No. 1, pp. 29-51.
8. Kane, V.E. (1986), Process capability indices", Journal of Quality Technology, Vol. 18 No. 1, pp. 41-52.
9. Kleinsorge, I.K., Schary, P.B. and Tanner, R. (1991), The shipper-carrier partnership: a new tool for performance evaluation", Journal of Business Logistics, Vol. 12 No. 2, pp. 35-57.
10. Lalonde, B.J. and Zinszer, P.H. (1976), Customer Service: Meaning and Measurement, National Council of Physical Distribution Management, Chicago, IL.
11. Lalonde, B.J., Cooper, M.C. and Noordewier, T.G. (1988), Customer Service: A Management Perspective, Council of Logistics Management, Chicago, IL.
12. Liljander, V. and Strandvik, T. (1997), Emotions in service satisfaction", International Journal of Service IndustryManagement, Vol. 8 No. 2, pp. 148-69.
13. Marr, N.E. (1994), Do managers really know what service their customers require?, International Journal of Physical Distribution & Logistics Management, Vol. 24 No. 4, pp. 24-31.
14. Mentzer, J.T. and Knoard, B.P. (1991), An efficient/effectiveness approach to logistics performance analysis", Journal of Business Logistics, Vol. 12 No. 1, pp. 353-61.
15. Montgomery, D.C. (1996), Introduction to Statistical Quality Control, John Wiley & Sons, New York, NY.
16. Oliver, R.L. (1993), Cognitive, affective and attribute bases of satisfaction response", Journal of Consumer Research, Vol. 20 No. 3, pp. 418-30.
17. Stauss, B. and Neuhaus, P. (1997), The qualitative satisfaction model", International Journal of Service IndustryManagement, Vol. 8 No. 3, pp. 236-49.
18. Taguchi, G. and Wu, Y. (1980), Introduction to Off-Line Quality Control, Central Japan Quality Control Association, Nagoya.
19. Tucker, F.G. (1994), Creative customer service management", International Journal of Physical Distribution & Logistics Management, Vol. 24 No. 1, pp. 32-40.
20. Yi, Y. (1990), A critical review of consumer satisfaction", in Zeithaml, V. (Ed.), Review of Marketing, 1990, American Marketing Association, Chicago, IL, pp. 68-123.