Incorporating disservice analysis to enhance perceived service quality

Industrial Management and Data Systems

Volumn 110, Issue 3, 2010, Pages 368-391

  Chuang, Pao Tiao ^a  

^a NATIONAL UNIVERSITY OF KAOHSIUNG   (Taiwan)

Author keywords

Customer service management; Failure modes and effects analysis; Quality; Service failures

Indexed keywords

ADVERSE EFFECT; CRITICAL FAILURES; CUSTOMER SERVICE MANAGEMENT; DESIGN/METHODOLOGY/APPROACH; FAILURE MODES AND EFFECTS ANALYSIS; MANAGERIAL IMPLICATIONS; POTENTIAL FAILURE MODES; QUALITY DIMENSION; QUALITY SERVICES; REMEDIAL ACTIONS; RISK PRIORITY; RISK PRIORITY NUMBER; SERVICE DESIGN; SERVICE ENCOUNTER; SERVICE FAILURE; SERVICE INDUSTRIES; SERVICE INFRASTRUCTURE; SERVICE QUALITY; SERVICE SYSTEMS;

CUSTOMER SATISFACTION; FAILURE MODES; FLOORS; QUALITY CONTROL; QUALITY OF SERVICE; RELIABILITY ANALYSIS; SAFETY FACTOR; SALES;

QUALITY ASSURANCE;

EID: 77949817369     PISSN: 02635577     EISSN: None     Source Type: Journal    
DOI: 10.1108/02635571011030033     Document Type: Article

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