Quality Service Management

1. Service Quality Definition

1.1. Exellence

1.2. Value

1.3. Conformance to Specification

1.4. Exceeding Expectation

2. SERVICE PROFIT CHAIN

2.1. Internal Service Quality

2.2. Employee Satisfaction

2.3. Employee Loyalty

2.4. Employee Productivity

2.5. External Service Value

2.6. Customer Satisfaction

2.7. Customer Loyalty

2.8. Profitability

2.9. Growth

3. CHARACTERISTICS OF QUALITY SERVICE

3.1. Intangible

3.2. Insperability

3.3. Variability

3.4. Perishability

3.5. Lack of Ownership

4. Principles

4.1. Customer Focus

4.2. Leadership

4.3. Involvement of People

4.4. Proccess Approach

4.5. System Approach to Management

4.6. Approach to Decision Making

4.7. Mutial Benefit Supplier

4.8. Continual Improvement

5. Service Quality

5.1. DIMENSION

5.2. TANGIBLES

5.3. RELIABILITY

5.4. RESPONSIVENESS

5.5. ASSURANCE