The service quality improvement strategy: identifying priorities for change

Abstract

The quality improvement strategy (QIS) helps managers decide where changes in an organization′s services will improve its competitiveness. The QIS measures customer perceptions of the organization′s services relative to its competitors′ offerings (competitiveness) and relative to what its offerings ought to be (satisfaction). The QIS logic uses the intersection of competitiveness and satisfaction data for each service to identify and prioritize improvements that will result in a competitive advantage.

Citation

Roy Beach, L. and Burns, L.R. (1995), "The service quality improvement strategy: identifying priorities for change", International Journal of Service Industry Management, Vol. 6 No. 5, pp. 5-15. https://doi.org/10.1108/09564239510101491