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

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services Technology and Management (IJSTM):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com