Creating a service quality body of knowledge.

摘要

Service quality differs from manufacturing quality in its intangibility, heterogeneity, and inseparability. In particular, the unique and personal interaction between service provider and customer establishes service quality as a separate quality discipline. In spite of these key differences from manufacturing quality, a service quality-specific body of knowledge does not exist to provide a comprehensive resource to support these differences. This project creates a service quality body of knowledge to provide concepts, tools, and theories specific to service quality. The research for this project included a review of literature, review of quality-related certifications, master's degrees, as well as educational and professional organization resources that support quality and customer service. This research was corroborated by a survey completed by service quality experts. The resulting service quality body of knowledge provides a comprehensive resource in study guide format to those pursuing an understanding of service quality.