Service quality implementation: problems and solutions
International Journal of Quality and Service Sciences
ISSN: 1756-669X
Article publication date: 6 July 2010
Abstract
Purpose
The purpose of this paper is to highlight the problems in the measurement of service quality, why management seems to ignore some of the costs of poor service quality, as well as the repercussions of this, and how to implement service quality correctly in organizations.
Design/methodology/approach
The paper defines service quality and highlights some of the main points of the literature. The paper then focuses on developing a matrix to categorize quality costs which offers insights as to why more managers have not fully implemented service quality in their organizations.
Findings
Utilizing this quality costs matrix, the paper focuses on describing several of the main problems or pitfalls in service quality implementation.
Practical implications
In light of these findings, the paper discusses the practical implications and focuses on recommendations how to implement service quality correctly.
Originality/value
The paper suggests a novel categorization of quality costs and suggests recommendations that will assist managers to correctly implement service quality and eliminate the problems of poor quality. There are also future research recommendations to further the knowledge of service quality theory and implementation.
Keywords
Citation
Sharabi, M. and Davidow, M. (2010), "Service quality implementation: problems and solutions", International Journal of Quality and Service Sciences, Vol. 2 No. 2, pp. 189-205. https://doi.org/10.1108/17566691011057357
Publisher
:Emerald Group Publishing Limited
Copyright © 2010, Emerald Group Publishing Limited