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Quality System Management and Education in Service Environments

  • Richard R. Perdue
  • Steven D. Sheetz
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)

Service quality is widely recognized as a core construct of services management. Effective service quality management, however, requires integration both across organizational units and the functional areas of a corporation. Using the Gaps Model of Service Quality, this paper articulates numerous quality challenges of large, multi-unit organizations, including measurement, service design, service delivery, and marketing communications. Meeting these challenges requires effective integration of various business disciplines, particularly marketing, human resource management, accounting, and information systems management. The paper concludes by relaying the challenges experienced in teaching this integration in service operations and marketing courses.

Keywords

Service Quality Customer Satisfaction Information System Management Customer Relationship Management Service Design 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Springer Science+Business Media, LLC 2008

Authors and Affiliations

  • Richard R. Perdue
    • 1
  • Steven D. Sheetz
    • 2
  1. 1.Hospitality and Tourism Management Pamplin College of BusinessVirginia Polytechnic Institute and State UniversityBlacksburg
  2. 2.Center for Global e-Commerce Pamplin College of BusinessVirginia Polytechnic Institute and State UniversityBlacksburg

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