Service quality: a tutorial
概述了服务质量的当前观点，包括结果质量与过程质量、感知与现实等概念，并介绍了提升绩效质量和符合性质量的方法与技术。
Abstract This article is about quality of service. It presents an overview and a summary model of current thinking on the topic. Many examples and illustrations are presented. Aspects of quality include: Quality of results and quality of process; search, experiential and credence quality; reality vs. perception; expectations vs. perceptions; customer satisfaction and technical quality. Various approaches and techniques are presented to improve performance quality—quality functions deployment, moving the line of visibility, blueprinting and failsafing—and conformance quality—guaranteeing, mystery shopping, recovering and measuring.