文章基本信息

标题：The role of quality management for effective implementation of customer satisfaction, customer consultation and self-assessment, within service quality schemes: A review
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作者：Grigorios L. Kyriakopoulos
期刊名称：African Journal of Business Management
印刷版ISSN：1993-8233
出版年度：2011
卷号：5
期号：12
页码：4901-4915
DOI：10.5897/AJBM10.1584
语种：English
出版社：Academic Journals
摘要：Quality management is mainly examined in a business and service context. Therefore, the determining parameters of defining quality schemes are the business and services provision, the customer satisfaction, the effective assessing of information, as well as the successful monitoring of all participating managerial systems within the business environment. In the present study, references of Quality Management interest, that have been published within the last two decades (1990 to 2010) are collected, grouped and presented in accordance to their relationship with the customer satisfaction, customer consultation, and self-assessment contexts. The dominating value of complaints procedures investigation, organizations state-of-health, and proposing modifications to existing systems that could improve service quality schemes are also addressed.
关键词：Customer consultation; customer satisfaction; quality management; review; service quality