Management Support Systems for Service Quality Management: A Research Direction

Discusses the potential of applying management support systems (MSS) in quality management in a service context and suggests a viable research direction. Describes a research framework using the critical success factor (CSF) analysis to identify factors critical to the success of service quality management and uses it as a first step in developing an MSS for quality management.

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Year of publication:	1994
Authors:	Cheng, T.C.E. ; Ngai, E.W.T.
Published in:	International Journal of Quality & Reliability Management. - MCB UP Ltd, ISSN 1758-6682, ZDB-ID 1466792-7. - Vol. 11.1994, 8, p. 44-56
Publisher:	MCB UP Ltd
Subject:	Information systems \| Management techniques \| Quality assurance \| Quality management \| Service industries \| Service quality

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Type of publication:	Article
Type of publication (narrower categories):	conceptual-paper
Language:	English
Other identifiers:	10.1108/02656719410070101 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014800956