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Customer Satisfaction and Service Quality - Operation Strategy
Although you have seen examples of the dimensions along which companies compete and approaches to operations strategy formulation illustrated by the approaches of Hill , Platts and Gregory and Slack, it is important to consider the dimensions of service quality. The following well known analysis by Parasuraman, Zeithaml and Berry (1985, 1994) is based on a 'gap' or disconfirmation model.
Essentially we are attempting to define customer requirements or service quality. Parasuraman et al describe ten determinants of service quality.
The market testing stage of the new-product process often involves test markets or purchase laboratories in which the dependent variable is consumer attitudes. price. adve
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Describe gauge reproducibility and repeatability. How does gauge R and R apply to a six sigma project?
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