Total Quality Management - TQM
Standards in Action
Additional views of Quality in Services
Technical Quality versus Functional Quality
Technical quality — the core element of the good or service.
Functional quality — customer perception of how the good functions or the service is delivered.
Expectations and Perceptions
Customers’ prior expectations (generalized and specific service experiences) and their perception of service performance affect their satisfaction with a service.
Satisfaction = (Perception of Performance) – (Expectation)