Purpose – The purpose of this research is to propose a systematic and integrative approach for evaluating, assessing, analysing, and improving service quality and effectiveness. Design/methodology/approach – A new approach is proposed, in which SERVQUAL and overall administration...

Purpose – The purpose of this paper is to propose an innovative solution for prioritizing “Whats” and “Hows” and resolving contradictions among “Whats” in House of Quality (HoQ). Design/methodology/approach – Prioritization of the influence of the weights in correlation matrices...

This paper develops the service theory of inventive problem-solving (TRIZ) for service quality design. It also proposes a new generic contradiction matrix for problem-solving in service applications. The traditional algorithm of TRIZ problem-solving is slightly modified; the 39 TRIZ traditional...