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The Perception of Quality

Mapping Product and Service Quality to Consumer Perceptions

  • George N. Kenyon
  • Kabir C. Sen

Table of contents

  1. Front Matter
    Pages i-ix
  2. George N. Kenyon, Kabir C. Sen
    Pages 1-4
  3. George N. Kenyon, Kabir C. Sen
    Pages 5-12
  4. George N. Kenyon, Kabir C. Sen
    Pages 13-28
  5. George N. Kenyon, Kabir C. Sen
    Pages 29-40
  6. George N. Kenyon, Kabir C. Sen
    Pages 41-50
  7. George N. Kenyon, Kabir C. Sen
    Pages 51-60
  8. George N. Kenyon, Kabir C. Sen
    Pages 61-80
  9. George N. Kenyon, Kabir C. Sen
    Pages 81-99
  10. George N. Kenyon, Kabir C. Sen
    Pages 101-118
  11. George N. Kenyon, Kabir C. Sen
    Pages 119-140
  12. George N. Kenyon, Kabir C. Sen
    Pages 141-159
  13. George N. Kenyon, Kabir C. Sen
    Pages 161-172
  14. George N. Kenyon, Kabir C. Sen
    Pages 173-178
  15. George N. Kenyon, Kabir C. Sen
    Pages 179-214
  16. George N. Kenyon, Kabir C. Sen
    Pages 215-221
  17. George N. Kenyon, Kabir C. Sen
    Pages 223-245
  18. George N. Kenyon, Kabir C. Sen
    Pages 247-253
  19. Back Matter
    Pages 255-265

About this book

Introduction

Exploring the concept of quality management from a new point of view, this book presents a holistic model of how consumers judge the quality of products. It links consumer perceptions of quality to the design and delivery of the final product, and presents models and methods for improving the quality of these products and services. It offers readers an improved understanding of how and why the design process must consider how the consumer will perceive a product or service. In order to facilitate the presentation and understanding of these concepts, illustrations and case examples are also provided throughout the book.

 

This book provides an invaluable resource for managers, designers, manufacturers, professional practitioners and academics interested in quality management. It also offers a useful supplementary text for marketing and quality management courses.

Keywords

Customer Driven Design of Products and Services Customer Perceptions Dimensions of Quality Quality Management The Perception of Quality

Authors and affiliations

  • George N. Kenyon
    • 1
  • Kabir C. Sen
    • 2
  1. 1.Lamar UniversityBeaumontUSA
  2. 2.Lamar UniversityBeaumontUSA

Bibliographic information

  • DOI https://doi.org/10.1007/978-1-4471-6627-6
  • Copyright Information Springer-Verlag London 2015
  • Publisher Name Springer, London
  • eBook Packages Engineering
  • Print ISBN 978-1-4471-6626-9
  • Online ISBN 978-1-4471-6627-6
  • Buy this book on publisher's site
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