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.
- Philosophies and
Frameworks
- What Do CEOs Think
About Quality?
- SERVQUAL and
Model of Service Quality Gaps: A Framework for determining and
Prioritizing Critical Factors
- FINTRA – the Finnish Institute for
International Trade
- Jones and Tylor (2005) The Conceptual
Domain of Service Loyalty: How Many Dimensions? , Journal of Services
Marketing.
- Baldrige National Quality Program (2005) Criteria for
Performance Excellence
- Naumann and Hoisington (2001), Customer Centered Six Sigma: Linking Customers, Process
Improvement, and Financial Results, American Society for Quality,
Quality Press, Milwaukee. (Chapter: 1).
- The
Evolution of Six Sigma.
- Six
Sigma ... at a Bank?
- Promoting
Customer Satisfactions by Applying Six Sigma: An Example from the
Automobile Industry.
Group works
(1) Theme: Quality
Service in Education
- A Systems View of
Improving School Performance
- Quality Management
in Education: Building Excellence and Equity in Student Performance
- A Class Act
- Applying An
Excellence Model To Schools
(2) Theme:
Quality Service in Tourism and Hotels
- 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
- 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.
- 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.
- HOTEL BRANDING
STRATEGY: ITS RELATIONSHIP TO GUEST SATISFACTION
AND ROOM REVENUE.
(3)
Theme: Quality
Service in Health care
- Dutch Hospital
Implements Six Sigma
- Heroes Wear Scrubs
Too
- FMEA—the Cure for
Medical Errors.