Management Support Systems for Service Quality Management: A Research Direction
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 1 November 1994
Abstract
Discusses the potential of applying management support systems (MSS) in quality management in a service context and suggests a viable research direction. Describes a research framework using the critical success factor (CSF) analysis to identify factors critical to the success of service quality management and uses it as a first step in developing an MSS for quality management.
Keywords
Citation
Cheng, T.C.E. and Ngai, E.W.T. (1994), "Management Support Systems for Service Quality Management: A Research Direction", International Journal of Quality & Reliability Management, Vol. 11 No. 8, pp. 44-56. https://doi.org/10.1108/02656719410070101
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited