The application of quality function deployment in service quality management

TQM Journal

Volumn 21, Issue 4, 2009, Pages 319-333

  Andronikidis, Andreas ^a   Georgiou, Andreas C ^a   Gotzamani, Katerina ^a   Kamvysi, Konstantina ^a  

^a UNIVERSITY OF MACEDONIA   (Greece)

Author keywords

Analytical hierarchy process; Competitive advantage; Customer requirements; Customer satisfaction; Quality function deployment; Service industries

Indexed keywords

ANALYTICAL HIERARCHY PROCESS; COMPETITIVE ADVANTAGE; CUSTOMER NEED; CUSTOMER REQUIREMENTS; DESIGN/METHODOLOGY/APPROACH; DYNAMIC SHIFT; EASE OF USE; FIELD SURVEYS; HIGH QUALITY SERVICE; HOUSE OF QUALITY; QUANTITATIVE TECHNIQUES; QUICK RESPONSE; SELECTION CRITERIA; SERVICE INDUSTRIES; SERVICE ORGANIZATIONS; SERVICE QUALITY MANAGEMENT;

ANALYTIC HIERARCHY PROCESS; COMPETITION; DYNAMIC RESPONSE; HIERARCHICAL SYSTEMS; QUALITY CONTROL; QUALITY MANAGEMENT; SALES; SOCIETIES AND INSTITUTIONS;

QUALITY FUNCTION DEPLOYMENT;

EID: 70249114052     PISSN: 17542731     EISSN: None     Source Type: Journal    
DOI: 10.1108/17542730910965047     Document Type: Article

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