| Tekijä: | Stauss, B. Hentschel, B. |
| Otsikko: | Verfahren der Problementdeckung und -analyse im Qualitatsmanagement von Dienstleistungsunternehmen (A method for problem revealing and analysis in quality management of service firms) |
| Lehti: | Jahrbuch der Absatz- und Verbrauchsforschung
1990 : VOL. 36:3, p. 232-259 |
| Asiasana: | QUALITY ASSURANCE SERVICE INDUSTRIES |
| Kieli: | ger |
| Tiivistelmä: | Quality management of services relies heavily on customer complaints. The article evaluates methods used to measure quality (multiattribute methods) to analyse complaints (complaint analysis, critical incident technique, blueprinting, sequential achievement method) to determine proper sequencing of solutions (problem detecting method) as to their relevance , completeness, actuality, cost effectivity etc. |
SCIMA