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

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  • Véronique, MALLERET

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.

Suggested Citation

  • Véronique, MALLERET, 1998. "Les systèmes de mesure de la qualité dans les entreprises de service," Les Cahiers de Recherche 645, HEC Paris.
  • Handle: RePEc:ebg:heccah:0645
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    File URL: http://www.hec.fr/var/fre/storage/original/application/0f55d59b4db57120c5369561ee6dff9c.pdf
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    References listed on IDEAS

    as
    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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    More about this item

    Keywords

    quality; measurement/control; service companies;

    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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