Developing control charts in monitoring service quality based on the number of customer complaints
Kuen-Suan Chen, Tsang-Chuan Chang, Kung-Jeng Wang and Chiao-Tzu Huang
| Year of publication: |
2015
|
|---|---|
| Authors: | Chen, Kuen-Suan ; Chang, Tsang-Chuan ; Wang, Kung-Jeng ; Huang, Chiao-Tzu |
| Published in: |
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence. - Abingdon, Oxfordshire : Routledge, ISSN 1478-3363, ZDB-ID 2101779-7. - Vol. 26.2015, 5/6, p. 675-689
|
| Subject: | service quality | customer complaints | service performance index | control chart | monitoring | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Qualitätsmanagement | Quality management | Kundenzufriedenheit | Customer satisfaction | Statistische Qualitätskontrolle | Statistical quality control | Performance-Messung | Performance measurement | Beziehungsmarketing | Relationship marketing |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011305614