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HEC Paris. Research Department Les Cahiers de Recherche - HEC Paris

No 645:
Les systèmes de mesure de la qualité dans les entreprises de service

MALLERET Véronique

Abstract: The aim of this research work is the study of quality information systems in services companies. The first part of the report describes the many definitions of service quality and ways to measure it.

Based upon these approaches, the second part suggests a framework designed to ensure quality measurement and quality management. The questions and hypotheses formulated at the outlet of the research follow the description of the framework. The third part of the report presents previous research works describing quality information systems in service companies.

Finally, the last part of the report describes the results of a field study completed in five French service companies.

Keywords: quality; measurement/control; service companies; (follow links to similar papers)

JEL-Codes: L84; L85; L90; (follow links to similar papers)

63 pages, March 15, 1998

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