SERVICE QUAITY & CUSTOMER SATISFACTION MEASUREMENT

Dr. Mohamed Nassar

Course Supplements (Readings and Cases)

1.      Course Introduction and outline.

2.        Introduction to Service Quality: Beyond the Buzzword.

  1. Philosophies and Frameworks
  2. What Do CEOs Think About Quality?
  3. SERVQUAL and Model of Service Quality Gaps: A Framework for determining and Prioritizing Critical Factors
  4. FINTRA – the Finnish Institute for International Trade
  5. Jones and Tylor (2005) The Conceptual Domain of Service Loyalty: How Many Dimensions? , Journal of Services Marketing.
  6. Baldrige National Quality Program (2005) Criteria for Performance Excellence  
  7. Naumann and Hoisington (2001), Customer Centered Six Sigma: Linking Customers, Process Improvement, and Financial Results, American Society for Quality, Quality Press, Milwaukee. (Chapter: 1).
  8. The Evolution of Six Sigma.
  9. Six Sigma ... at a Bank?
  10. Promoting Customer Satisfactions by Applying Six Sigma: An Example from the Automobile Industry.

 

 

Group works

(1) Theme: Quality Service in Education

  1. A Systems View of Improving School Performance
  2. Quality Management in Education: Building Excellence and Equity in Student Performance
  3. A Class Act
  4. Applying An Excellence Model To Schools

 

(2) Theme: Quality Service in Tourism and Hotels 

  1. Fallon and Schofield (2003), Just Trying to Keep the Customer Satisfied”: A Comparison of Models Used in the Measurement of Tourist Satisfaction,  Journal of Quality Assurance in Hospitality & Tourism, Volume 4, Numbers 3/4, 77-96
  1. Knutson, Singh, Yen and Bryant (2003), Guest Satisfaction in the U.S. Lodging Industry Using the ACSI Model as a Service Quality Scoreboard, Journal of Quality Assurance in Hospitality & Tourism, Volume 4, Numbers 3/4, 97-118.
  1. Neal (2003), The Effect of Length of Stay on Travelers’ Perceived Satisfaction with Service Quality, Journal of Quality Assurance in Hospitality & Tourism, Volume 4, Numbers 3/4,167-176.
  1. HOTEL BRANDING STRATEGY: ITS RELATIONSHIP TO GUEST SATISFACTION AND ROOM REVENUE.

 

(3) Theme: Quality Service in Health care

  1. Dutch Hospital Implements Six Sigma
  2. Heroes Wear Scrubs Too
  3. FMEA—the Cure for Medical Errors.