Les Cahiers de Recherche - HEC Paris
Les systèmes de mesure de la qualité dans les entreprises de service
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
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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Design Joakim Ekebom