Service quality implementation: problems and solutions

International Journal of Quality and Service Sciences

Volumn 2, Issue 2, 2010, Pages 189-205

  Sharabi, Moshe ^a   Davidow, Moshe ^b  

^a UNIVERSITY OF HAIFA   (Israel)

^b Carmel Academic Center   (Israel)

Author keywords

Complaints; Costs; Customer services quality; Performance measurement (quality); ; Quality management

Indexed keywords

EID: 85032069588     PISSN: 1756669X     EISSN: 17566703     Source Type: Journal    
DOI: 10.1108/17566691011057357     Document Type: Article

References (46)

1. Berry, L. (1996), “Retailers with a future”, Marketing Management, Vol. 5 No. 1, pp. 38-46.
2. Berry, L., Parasuraman, A. and Zeithaml, V. (1994), “Improving service quality in America: lessons learned”, Academy of Management Executive, Vol. 8 No. 2, pp. 32-52.
3. Bitner, M.J. (1995), “Building service relationships: it's all about promises”, Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 246-51.
4. Buzzell, R. and Gale, B. (1987), PIMS Principles: Linking Strategy to Performance, The Free Press, New York, NY.
5. Carr, D.K. and Littman, I.D. (1990), Excellence in Government: Total Quality Management in the 1990s, Coopers & Lybrand, Arlington, VA.
6. Cena, F. and Torre, I. (2006), “Adapting the interaction in a call centre system”, Interacting with Computers, Vol. 18 No. 3, pp. 478-506.
7. Chittum, R. (2006), “Good customer service costs money; some expenses are worth it, and some aren't”, The Wall Street Journal, October 31, available at: www.post-azette.com/pg/06304/734196-28.stm (accessed January 12), 2009.
8. Crosby, P. (1979), Quality is Free, McGraw-Hill, New York, NY.
9. Dahlgaard, J.J. and Dahlgaard-Park, S.M. (2002), “From defect reduction to reduction of waste and customer/stakeholder satisfaction (understanding the new TQM metrology)”, Total Quality Management and Business Excellence, Vol. 13 No. 8, pp. 1069-86.
10. Davidow, M. (1995), “Organizational response to consumer complaints: effective and efficient complaint management”, in Stern, B. and Zinkhan, G. (Eds), Enhancing Knowledge Development in Marketing, Vol. 6, AMA Educators Conference, Washington, DC, pp. 344-5.
11. Davidow, M. (2000), “The bottom line impact of organizational responses to consumer complaints”, Journal of Hospitality & Tourism Research, Vol. 24 No. 4, pp. 473-90.
12. Deming, W.E. (2000a), Out of the Crisis, MIT Center for Advanced Engineering Study, Cambridge, MA.
13. Deming, W.E. (2000b), The New Economics: For Industry, Government, Education, 2nd ed., MIT Center for Advanced Engineering Study, Cambridge, MA.
14. Editors (1995), “More on the folly”, Academy of Management Executive, Vol. 9 No. 1, pp. 6-15.
15. Feigenbaum, A. (1983), Total Quality Control, 3rd ed., McGraw-Hill, New York, NY.
16. Fornell, C. and Wernerfelt, B. (1987), “Defensive marketing strategy by customer complaint management: a theoretical analysis”, Journal of Marketing Research, Vol. 24 No. 4, pp. 337-46.
17. Gale, B. (1994), Managing Customer Value: Creating Quality and Service that Customers can See, The Free Press, New York, NY.
18. Garvin, D. (1988), Managing Quality, The Free Press, New York, NY.
19. Goodman, J. (1999), “Basic facts on customer complaint behavior and the impact of service on the bottom line”, Competitive Advantage, June, pp. 1-5.
20. Grainer, M. (2003), “Customer care – the multibillion dollar sinkhole: a case of customer rage unassuaged”, Lecture given in October, Customer Care Measurement and Consulting.
21. Hafner, K. (2007), “At netflix, victory for voices over keystrokes”, The New York Times, Business Online, August 16, available at: www.nytimes.com/2007/08/16/business/16netflix.html (accessed January 5), 2009.
22. Hammer, M. (1990), “Reengineering work: don't automate, obliterate”, Harvard Business Review, Vol. 68 No. 4, pp. 104-13.
23. Henricks, M. (1999), “5 best customer service ideas, don't do business without them”, Entrepreneur Magazine, March, available at: www.entrepreneur.com/magazine/entrepreneur/1999/march/17274.html (accessed January 11), 2009.
24. Heskett, J.W., Sasser, E. and Schlesinger, L. (1997), The Service Profit Chain, The Free Press, New York, NY.
25. Irani, Z., Beskese, A. and Love, P.E.D. (2004), “Total quality management and corporate culture: constructs of organisational excellence”, Technovation, Vol. 24 No. 8, pp. 643-50.
26. Juran, J. (1999), “How to think about quality”, in Juran, J.M. and Godfrey, A.B. (Eds), Juran's Quality Handbook, McGraw-Hill, New York, NY, pp. 1-18.
27. Kano, N. (1984), “Attractive quality and must-be quality”, The Journal of the Japanese Society for Quality Control, April, pp. 39-48.
28. Kerr, S. (1995), “On the folly of rewarding A, while hoping for B”, Academy of Management Executive, Vol. 9 No. 1, pp. 7-16 (originally published in 1975)).
29. Klein, Z. (2002), “Study: Israeli products worse than western equivalents”, Globes, August 25.
30. Kordupleski, R. and Simpson, J. (2003), Mastering Customer Value Management: The Art and Science of Creating Competitive Advantage, Pinnaflex Educational Resources, Cincinnati, OH.
31. Maull, R., Brown, P. and Cliffe, R. (2001), “Organisational culture and quality improvement”, International Journal of Operations & Production Management, Vol. 21 No. 3, pp. 302-26.
32. Parasuraman, A. (2008), “Balancing service quality and productivity”, Pitch, October, pp. 91-3.
33. Parasuraman, A., Zeithaml, V. and Berry, L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49 No. 4, pp. 41-50.
34. Quality (1981), Newsletter #6, The Quality College, Winter Park, FL, p. 2.
35. Rust, R.T., Zahorik, A.J. and Keiningham, T.L. (1995), “Return on quality (ROQ): making service quality financially accountable”, Journal of Marketing, Vol. 59, pp. 58-70.
36. Seth, N., Deshmukh, S.G. and Vrat, P. (2005), “Service quality models: a review”, International Journal of Quality & Reliability Management, Vol. 22 No. 9, pp. 913-49.
37. Sharabi, M. (2008), “Promotion according to who or what you know: managers' and workers' perception of factors influencing promotion”, Human Resource Development International, Vol. 11 No. 5, pp. 545-54.
38. Shostack, L.G. (1982), “How to design a service”, European Journal of Marketing, Vol. 16 No. 1, pp. 49-63.
39. Shostack, L.G. (1984), “Design services that deliver”, Harvard Business Review, Vol. 62 No. 1, pp. 133-9.
40. Smith, A.M. (1995), “Measuring service quality: is SERVQUAL now redundant?”, Journal of Marketing Management, Vol. 11 No. 4, pp. 257-76.
41. Sureshchander, G.S., Rajendran, C. and Anatharaman, R.N. (2002), “The relationship between service quality and customer satisfaction: a factor specific approach”, Journal of Services Marketing, Vol. 16 No. 4, pp. 363-79.
42. TARP (1986), Consumer Complaint Handling in America: An Updated Study, Office of Consumer Affairs, Technical Assistance Research Programs Institute, Washington, DC.
43. Tschohl, J. (2008), Achieving Excellence through Customer Service, 5th ed., Best Sellers, Minneapolis, MN.
44. Warburton, R. (2005), “Patient safety – how much is enough?”, Health Policy, Vol. 71 No. 2, pp. 223-32.
45. Yake, B. (2005), “Performance measurement in Fairfax County, Virginia”, Lecture given to the Virginia Government Finance Officers' Association, October 19.
46. Schneider, B. and Bowen, E.D. (1995), Winning the Service Game, Harvard Business School Press, Boston, MA.