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Les systèmes de mesure de la qualité dans les entreprises de service

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  • Véronique, MALLERET
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    Abstract

    The 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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    File URL: http://www.hec.fr/var/fre/storage/original/application/0f55d59b4db57120c5369561ee6dff9c.pdf
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    Bibliographic Info

    Paper provided by HEC Paris in its series Les Cahiers de Recherche with number 645.

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    Length: 63 pages
    Date of creation: 15 Mar 1998
    Date of revision:
    Handle: RePEc:ebg:heccah:0645

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    Postal: HEC Paris, 78351 Jouy-en-Josas cedex, France
    Web page: http://www.hec.fr/
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    Related research

    Keywords: quality; measurement/control; service companies;

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    1. 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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