Les systèmes de mesure de la qualité dans les entreprises de service
AbstractThe aim of this research work is the study of quality information systems in services companies. The first part of the report describes the many definitions of service quality and ways to measure it. Based upon these approaches, the second part suggests a framework designed to ensure quality measurement and quality management. The questions and hypotheses formulated at the outlet of the research follow the description of the framework. The third part of the report presents previous research works describing quality information systems in service companies. Finally, the last part of the report describes the results of a field study completed in five French service companies.
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Bibliographic InfoPaper provided by HEC Paris in its series Les Cahiers de Recherche with number 645.
Length: 63 pages
Date of creation: 15 Mar 1998
Date of revision:
quality; measurement/control; service companies;
Find related papers by JEL classification:
- L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services
- L85 - Industrial Organization - - Industry Studies: Services - - - Real Estate Services
- L90 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - General
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- Lebas, Michel J., 1995. "Performance measurement and performance management," International Journal of Production Economics, Elsevier, vol. 41(1-3), pages 23-35, October.
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