Abstract
A central concern of quality is customer satisfaction and any effective quality management system must incorporate a procedure for assessing the level of customer satisfaction achieved. A collapsed down view of customer satisfaction made through a single perspective lacks the richness to address situations characterized by complexity and messiness. An objective approach to assessing customer satisfaction should be supplemented (not replaced) by perspectives that reflect softer aspects of quality. Multiple perspectives represent different knowledge interests and cannot be reduced to a common denominator judgement must be exercised to decide the relative weighting to be given to each of the perspectives. A customer satisfaction framework has been developed based upon multiple perspectives: product, use, and service. Unless multiple perspectives are recognized quality management will continue to be ineffectual in complex situations.
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