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Management perceptions - PowerPoint PPT Presentation

QUALITY MANAGEMENT

QUALITY MANAGEMENT. CHAPTER 15. DAVID A. COLLIER AND JAMES R. EVANS. LO1 Explain the concepts and definitions of quality. LO2 Describe the quality philosophies and principles of Deming, Juran, and Crosby . LO3 Explain the GAP model and its importance.

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932 views • 50 slides

Consumer Satisfaction

Consumer Satisfaction. Outline. The concept of consumer satisfaction/ dissatisfaction Theoretical frameworks: Expectancy-disconfirmation theory Attribution theory Measurement and management of consumer satisfaction Consequences of satisfaction/dissatisfaction.

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607 views • 18 slides

The gap view of quality

The gap view of quality. Dr. A. Parasuraman. Valarie Zeithaml . Leonard Berry . GAP. Service delivery. Perception of service. Level of satisfaction. Customer expectations. Disconfirmation Theory. OUTCOME. +5. Delighted. Service better than expected. Service is as expected. Satisfied.

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412 views • 10 slides

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Management perceptions - PowerPoint PPT Presentation

QUALITY MANAGEMENT

Consumer Satisfaction

The gap view of quality