Importance of Quality Management in Service

Management 1
Service Quality
Name
Institution
Author’s Note

Management 2
Table of Contents
Abstract............................................................................................................................................3
IMPORTANCE OF QUALITY MANAGEMENT.............................................................................3
History of service quality.............................................................................................................3
Different schools of thought.............................................................................................................4
MEASURING AND MANAGING SERVICE QUALITY- WHY?...............................................5
Service Quality dimentions..........................................................................................................5
Customer satisfaction..................................................................................................................5
Benefits........................................................................................................................................5
Profitability......................................................................................................................................6
Business development and Expansion.........................................................................................7
QUALITY MANAGEMENT AND MEAASUREMENT METHODS................................................8
Service Design.............................................................................................................................8
Customer Encounter..................................................................................................................10
Setting........................................................................................................................................11
MEASUREMENT...........................................................................................................................12
SERVQUAL................................................................................................................................12
Feedback....................................................................................................................................12
Standards...................................................................................................................................13
Total quality management.........................................................................................................13
References......................................................................................................................................14

Management 3
Abstract
This research tries to highlight some of the importance that are capable of coming up as a
result of measuring and managing service quality in order to attain different goals that have been
set by an organization or even a business. Moreover, it is also focused towards a wide range of
information pertaining different service quality methods that are capable of coming up with a
potential outcome when implemented in an accurate and desirable manner.
IMPORTANCE OF QUALITY MANAGEMENT
History of service quality
As far as history is concerned, various scholars have been able to treat service quality to
be a parameter that is very difficult to define and measure as a result of the intangible nature of

Management 4
various services that are normally experienced within various conditions. Among the earliest
attempts that aimed towards grappling with the service quality concept was an idea that came
from an institution known as the Nordic school (Iglesias 2016). Under this kind of service
approach, the entire service quality was seen to be having two different major dimensions which
includes; the technical quality that placed much focus on the products that are received by the
customer as a result of the interaction with all the service firms. Secondly, there is the functional
quality that majorly puts much focus on how the customer is capable of receiving quite a number
of services together with the expressive nature associated with the service delivery that the
customer will be subjected to. These are the two parameters that contributed towards service
quality gaining popularity across different regions of the world thus making it to be implemented
by quite a number of organizations (Ogunyomi and Bruning 2016).Different schools of thought
Service quality is an essential parameter that is being practiced across various organizations with
an intention of making sure that a specific outcome is appropriately met. In this modern society,
service quality is mainly being used to seal some loopholes that are likely to exist within the
service department. When dealing with its contemporary conceptualization, service quality can
be best referred to as a comparison of quite a number of perceived expectations that are fully
attached to a service that is known to be containing a much more perceived performance as the
final outcome (Sheikhtaheri, Sadoughi and Ghazizadeh 2016). To manage and measure service
quality is not just a one day event but instead is something that needs the full participation of the
entire management team together with the employees who are known to be attached to a given
organization. The two parties to fully coordinate together and be able to share quite a number of