Service Quality Management Systems: An Annotated Bibliography

Abstract

Abstract : This bibliography is intended to provide a resource for those interested in gaining an introduction to the area of service quality management systems. Service quality management systems are concerned with optimizing the customer-supplier quality relationship to the benefit of both parties. That is, by meeting and exceeding the customers' expectations, the supplier may gain a competitive advantage. The literature cited in this bibliography underscores this customer-supplier relationship. The materials cited in this effort include (1) theoretical models, (2) empirical analyses, (3) case studies, and (4) description of techniques and guidelines, which are intended to optimize the relationship between the supplier and the customer. Service management customer feedback, customer satisfaction, service quality, customer expectation, customer-supplier relationship, partnership, customer needs, market research.