Quantitative models for service quality strategy implementation
by Ying Su, Jie Peng, Zhanming Jin
International Journal of Services Technology and Management (IJSTM), Vol. 14, No. 2/3, 2010

Abstract: In this paper, we briefly discuss the problems associated with implementing service quality strategy and propose three interrelated models which can be used to identify factors affecting performance and their relationships; structure them hierarchically and quantify the effect of the factors on performance: 1) business object models to describe the internal management elements; 2) coupling operation models to formalise the operation of relevant attributes among business object models; 3) system dynamic models (SDMs) representing the underlying process which leads to achievement of the strategic objective. Besides conceptual considerations, we base our arguments on a detailed case study from an auto financing company. Findings of this paper are that quantitative modelling can be helpful for service quality strategy implementation in a dynamic environment.

Online publication date: Sun, 01-Aug-2010

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