chapter  3
24 Pages

- Customer Perceptions of Quality and Service System Design

WithGeorge N. Kenyon, Kabir C. Sen

Quality is a broad and pervasive philosophy that can signi…cantly affect a …rm’s competitiveness (Powell 1995; Sousa and Voss 2002). The academic literature contains an extensive discussion of various quality management systems and philosophies (Crosby 1979, 1984, 1996; Deming 1986; Garvin 1987; Juran 1988), together with the factors and practices driving these systems (Flynn, Schroeder, and Sakakibara 1994; Hackman and Wageman 1995; Ahire, Golhar, and Walter 1996). Since the inception of quality as a management philosophy, numerous companies have adopted various quality control systems such as total quality management (TQM), six-sigma, and

CONTENTS

3.1 Introduction .................................................................................................. 59 3.2 The Dimensions of Service Quality .......................................................... 61 3.3 A Model for Understanding Consumer Expectations and

Perceptions ....................................................................................................63 3.3.1 Precontact Awareness Stage ...........................................................63 3.3.2 First and Subsequent Contacts .......................................................65