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论文作者:英语论文网论文属性:作业 Assignment登出时间:2012-06-17编辑:yuanleilei点击率:2097
论文字数:2185论文编号:org201206170945261394语种:英语 English地区:英国价格:$ 22
关键词:surprising resultsQuality management英国本科论文
摘要:本文为英国名校本科管理类论文,是关于Defining quality in terms of perception and expectation can sometimes reveal some surprising results的写作,由英语论文网提供。
Defining quality in terms of perception and expectation can sometimes reveal some surprising results
1. Introduction
The aim of this paper is to examine the quality, especially the service quality under the influence of the consumers' expectations and perceptions. And in this article, the author believes that defining https://www.51lunwen.org/public/2011/0713/1119118513.html
quality in terms of perception and expectation can sometimes reveal some surprising results. As all of us have known that service is one of the most important parts which the consumers pay special attention to. And it is one of the most influential factors which can influence the satisfactions of the consumers.
Table of Contents
1. Introduction
2. The definition of quality and quality management
2.1 The definition of service quality
2.2 Quality management
3. Consumer perception and expectation.
3.1 Consumer expectation
3.2 Consumer perception
4. TQM and Service quality from the perspective of consumers' expectation and perception-from the two cases
5. Conclusion
References
5. Conclusion
Upon conducting this research, I have got so much about the new findings in the quality management. Under the situation of economic globalization and intense market competition, as the benchmark of an organization’s administrant control, quality management systems exert irreplaceable functions. They implement the development strategies and objective, identify the principles and policies, and exhibit the ability of an organization to insure the quality of its products, and present the management skills and market competitiveness en bloc.
References
Bitran, G.R. Service Quality, Extracted from Delivering Quality Service : balancing customer perceptions and Expectations / Valarie A Zeithaml, A Parasuraman, Leonard L Berry. s l] : [s n], [19--].
Dabholkar, P., Thorpe, D. I., & Rentz, J. Q. (1996). A measure of service quality for retail stores. Journal of the Academy of Marketing Science. 24(Winter). 3-16.
Hadikoemoro, S. (2001). A comparison of Public and Private University Student’s Expectation and Perceptions of Service Quality in Jakarta Indonesia, Doctor of Philosophy, Nova Southeastern University.
Kang, G., Jeffery, J. and Alexandris, K. (2002). Measurement of Internal Service Quality : Application of the SERVQUAL Battery to Internal Service Quality, Managing Service Quality, Vol 12. No.5.pp278-291.
https://www.51lunwen.org/public/2011/0713/1119118513.html
Lampley, J.H (1999).Service Quality in Higher Education: Expectations Versus Experiences of Doctoral Students at State-Supported Universities in Tennessee, Doctor of Philosophy, East Tennessee State University.
Pun, K.F., and Ho, K.Y. 2001. Identification of service quality attributes for restaurant operations: a Hong Kong case. Journal of Managing Service Quality, 11, 233-240. H. Poor, An Introduction to Signal Detection and Estimation. New York: Springer-Verlag, 1985, ch. 4.
Sohail, M.S., Jegatheesan Rajadurai and Nor Azlin Abdul Rahman (2003). Managing Quality in Higher Education: A Malaysian Case Study, International Journal of Education Management, Vol.17. No4 pp.141-146.
Zeithaml V.A dan Bitner M.J. (1996). Services Marketing. United States of America: McGraw-Hill.