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A Taxonomy of Service Quality Strategies

Author

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  • Ping-Kuo

    (Chen Aletheia University, Taiwan)

Abstract

This paper will describe the development and numerical analysis of alternative service quality strategies. For the methodology, this study uses taxonomy to establish different service quality strategies. This taxonomy is based on a cluster analysis method. This study establishes strategic groups based on all of the critical success factors from the related literature. Furthermore, the relationship between clusters of service quality strategy groups and service quality indices will be observed. We believe that powerful contributions will be produced by the research results, which will also provide practical implications. Firms will be able to precisely select an appropriate strategy to satisfy service quality requirements from different market customers.

Suggested Citation

  • Ping-Kuo, 2015. "A Taxonomy of Service Quality Strategies," Managing Intellectual Capital and Innovation for Sustainable and Inclusive Society: Managing Intellectual Capital and Innovation; Proceedings of the MakeLearn and TIIM Joint International Conference 2,, ToKnowPress.
    • Handle: RePEc:tkp:mklp15:2031-2041
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    Cited by:

    1. Leurent, Martin & Jasserand, Frédéric & Locatelli, Giorgio & Palm, Jenny & Rämä, Miika & Trianni, Andrea, 2017. "Driving forces and obstacles to nuclear cogeneration in Europe: Lessons learnt from Finland," Energy Policy, Elsevier, vol. 107(C), pages 138-150.
    2. Olfat, Laya & Amiri, Maghsoud & Bamdad Soufi, Jahanyar & Pishdar, Mahsa, 2016. "A dynamic network efficiency measurement of airports performance considering sustainable development concept: A fuzzy dynamic network-DEA approach," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 272-290.
    3. Brown, A. & Fishenden, Jerry & Thompson, M. & Venters, Will, 2017. "Appraising the impact and role of platform models and Government as a Platform (GaaP) in UK Government public service reform: towards a Platform Assessment Framework (PAF)," LSE Research Online Documents on Economics 73864, London School of Economics and Political Science, LSE Library.

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