Beta
ManageSearchChatDiscover
71303

Quality Control in Service Industry: A Telephone Service Center at a Bank

Article

Last updated: 25 Dec 2024

OverviewSimilar Items

Subjects

-

Tags

-

Abstract

Quality control initially focused
manufacturing
organizations and service organizations were largely ignored.
However, service industry has become a crucial player in the
global economy in the past few decades. This requires a shift in
quality control research which represented a challenge to TQM
practitioners in the 80's and 90's. Service organizations must
consistently deliver service
levels that meet or exceed
customers' needs and expectations. In order to enhance their
competitiveness, service firms need to develop and implement a
quality system that ensures continual quality and productivity
improvement Also, a service organization that is seeking to
maintain or improve its competitiveness must focus on its
customers and emphasize customers as the driven force behind
quality outcomes. In this paper, a telephone service center at a
major bank in the United States is evaluated. The bank
telephone service center employs 60 full-time and part-time
representatives. Each representative is responsible for
--- Austmare' inquiries

DOI

10.21608/erjm.2000.71303

Authors

First Name

Khalid A.

Last Name

Aldakhilallah

MiddleName

-

Affiliation

King Saud University-Qassim, College of Business and Economics, Department of Quantitative Methods, PO Box 6033, Qassim Saudi Arabia

Email

-

City

-

Orcid

-

Volume

23

Article Issue

3

Related Issue

10847

Issue Date

2000-07-01

Receive Date

2020-02-16

Publish Date

2000-07-01

Page Start

1

Page End

33

Print ISSN

1110-1180

Online ISSN

3009-6944

Article File

ERJM_Volume 23_Issue 3_Pages 1-33.pdf

PDF . 855.9kB

Link

https://erjm.journals.ekb.eg/article_71303.html

Detail API

https://erjm.journals.ekb.eg/service?article_code=71303

Order

1

Type

Original Article

Type Code

1,118

Publication Type

Journal

Publication Title

ERJ. Engineering Research Journal

Publication Link

https://erjm.journals.ekb.eg/

MainTitle

Quality Control in Service Industry: A Telephone Service Center at a Bank

Details

Type

Article

Created At

22 Jan 2023