Monday, April 29, 2013

An Integrated Framework for Service Quality: SQBOK Perspective

Rajesh Kumar Tyagi, HEC Montreal
Nikhil Varma, HEC Montreal
Navneet Vidyarthi, Concordia university

Summary:This article identifies the need for a comprehensive body of knowledge in the service quality domain and presents a framework to the service quality community. The framework is part of the Service Quality Body of Knowledge (SQBOK), an initiative undertaken by ASQ Service Quality Division members. The objective of this article is to introduce the theoretical rationale of the framework and to identify the different determinants of service quality. The research team, consisting of members of the Service Quality division of ASQ, adopted brainstorming, affinity diagram, Delphi, and interview-based methods to identify and define four key concepts and seven knowledge areas. Each element of the framework is discussed in detail. After discussing strategies to deliver service quality as per SQBOK, a follow-up research direction is provided toward the end of the article. The article challenges both practitioner and academic communities to find practical solutions and identify a body of knowledge based on well-established theories and principles.

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