Service Quality Deployment: Quality Service by Design

@inproceedings{Behara1993ServiceQD,
  title={Service Quality Deployment: Quality Service by Design},
  author={Ravi S. Behara and Richard B. Chase},
  year={1993}
}
The service-dominated and product-dominated sectors are just awakening from a service slumber to find a new generation of quality activities that call for systematic approaches to design and improvement. This paper proposes a methodological framework called Service Quality Deployment, to enable the creation of quality services by cross-functional efforts geared to incorporating the customer’s views. The approach is a synthesis of the Japanese Quality Function Deployment design system and the… CONTINUE READING

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Research on service quality improving method of human resource outsourcing service enterprises

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