I would also suggest looking at Parasuraman, Zeithaml and Berry's work.
They introduced the SERVQUAL model that you might find useful. Their
literature can be found in the marketing references. A more international
perspective can be found in "The Service Quality Handbook" edited by
Eberhard E. Scheuing and Wm. F. Christopher. It is published by The
American Management Association. It has become my major reference as I am
trying to build a Service Quality Model for human service professions.
On Mon, 5 Aug 1996 JOE_PODOLSKY@HP-PaloAlto-om4.om.hp.com wrote:
> From: JOE_PODOLSKY@HP-PaloAlto-om4.om.hp.com
>
> I suggest that you look for your answers more in models of quality for
> service organizations (consultants, travel agents, stock brokers,
> architects, professional engineering firms, etc.) rather than looking
> at manufacturing examples. Authors/consultants I have found useful
> include Joe Pine, Don Peppers, Martha Rogers, and Karl Albrecht, and,
> my all-time favorite, Gerald Weinberg.
>
> Joe
Peace,
ET
eLIZabeth Reed-Torrence
--Elizabeth Reed-Torrence <ereedtor@seattleu.edu>
Learning-org -- An Internet Dialog on Learning Organizations For info: <rkarash@karash.com> -or- <http://world.std.com/~lo/>