Improving the application of quality conformance tools in service firms

Journal of Services Marketing

Volumn 10, Issue 1, 1996, Pages 35-55

  Jensen, John B ^a   Markland, Robert E ^b  

^a UNIVERSITY OF SOUTHERN MAINE   (United States)

^b UNIVERSITY OF SOUTH CAROLINA   (United States)

Author keywords

Control charts; Customer satisfaction; Quality; Service operations; Statistical process control

Indexed keywords

EID: 84986156118     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876049610147838     Document Type: Article

References (31)

1. Babakus, E. and Boller, G.W. 1992, “An empirical assessment of the SERVQUAL scale”, Journal of Business Research, Vol. 24, pp. 253-68.
2. Babakus, E. and Mangold, G.W. 1992, “Adapting the SERVQUAL scale to hospital services: an empirical investigation”, Health Services Research, Vol. 26 No. 6, February, pp. 767-86.
3. Ballantyne, D. 1990, “Coming to grips with service intangibles using quality management techniques”, Marketing Intelligence & Planning, pp. 4-10.
4. Bolton, R.N. and Drew, J.H. 1991, “A multistage model of customers’ assessments of service quality and value”, Journal of Consumer Research, March, pp. 375-84.
5. Carman, J.M. 1990, “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”, Journal of Retailing, Vol. 66 No. 1, Spring, pp. 33-55.
6. Creedon, J. 1988, “Inside Met Life's growing strategy”, Journal of Business Strategy, January-February, pp. 23-7.
7. Crompton, J.L. and Mackay, K.J. 1989, “Users’ perceptions of the relative importance of service quality dimensions in selected public recreation programs”, Leisure Sciences, Vol. 11, pp. 367-75.
8. Cronin, J.J. and Taylor, S.A. 1992, “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56, July, pp. 55-68.
9. Deming, W.E. 1985, “Transformation of the western style of management”, Interfaces, Vol. 15 No. 3, May-June, pp. 6-11.
10. Deming, W.E. 1986, Out of the Crisis, Massachusetts Institute of Technology Center for Advanced Engineering, Cambridge, MA.
11. Duncan, A.J. 1986, Quality Control and Industrial Statistics, Irwin, Homewood, IL.
12. Fick, G.R. and Ritchie, J.R.B. 1991, “Measuring service quality in the travel and tourism industry”, Journal of Travel Research, Fall, pp. 2-9.
13. Jackson, E.J. 1980, “Principal components and factor analysis: Part I - principal components”, Journal of Quality Technology, October, pp. 201-13.
14. Jackson, E.J. 1981a, “Principal components and factor analysis: Part II - additional topics related to principal components”, Journal of Quality Technology, January, pp. 46-58.
15. Jackson, E.J. 1981b, “Principal components and factor analysis: Part III - what is factor analysis?”, Journal of Quality Technology, April, pp. 125-30.
16. King, C.A. 1987, “A framework for a service quality assurance system”, Quality Progress, September, pp. 27-32.
17. Lewis, B. 1989, “Quality in the service sector: a review”, International Journal of Bank Marketing, Vol. 7 No. 5, pp. 4-12.
18. Murdick, R.G., Render, B. and Russell, R.S. 1990, Service Operations Management, Allyn and Bacon, Needham Heights, MA.
19. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. 1985, “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, Fall, pp. 41-50.
20. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. 1988, “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Spring, pp. 12-37.
21. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. 1991, “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, Vol. 67 No. 4, Winter, pp. 420-50.
22. Reidenbach, E.R. and Sandifer-Smallwood, B. 1990, “Exploring perceptions of hospital operations by a modified SERVQUAL approach”, Journal of Health Care Marketing, Vol. 10 No. 4, pp. 47-55.
23. Saleh, F. and Ryan, C. 1991, “Analyzing service quality in the hospitality industry using the SERVQUAL model”, The Service Industries Journal, Vol. 11 No. 3, pp. 324-43.
24. Schall, S. and Chandra, J. 1987, “Multivariate quality control using principal components”, International Journal of Production Research, Vol. 25 No. 4, pp. 571-88.
25. Smith, S. 1987, “How to quantify quality”, Management Today, October, pp. 86-8.
26. Teas, R.K. 1993, “Expectations, performance evaluation, and customers’ perceptions of quality”, Journal of Marketing, October, pp. 18-34.
27. Teas, R.K. 1994, “Expectations as a comparison standard in measuring service quality: an assessment of a reassessment”, Journal of Marketing, January, pp. 132-9.
28. Wardell, D.G., Moskowitz, H. and Plante, R.D. 1992, “Control charts in the presence of data correlation”, Management Science, August, pp. 1084-105.
29. Webster, C. 1989, “Can customers be segmented on the basis of their service quality expectations?”, The Journal of Services Marketing, Vol. 3 No. 2, Spring, pp. 35-53.
30. Weitzel, W., Schwarzkopf, A.B. and Peach, E.B. 1989, “The influence of customer service on retail stores”, Journal of Retailing, Vol. 65 No. 1, Spring, pp. 27-39.
31. Woodside, A.G., Frey, L.L. and Daly, R.T. 1989, “Linking service quality, customer satisfaction and behavioral intention”, Journal of Health Care Marketing, Vol. 9 No. 4, December, pp. 5-17.