Service Innovation and TQM: A Conceptual Framework of Customer Satisfaction

DOI

10.2991/msmi-14.2014.30How to use a DOI?

Keywords

Service Innovation, Customer service satisfaction, Organizational performance, Quality management.

Abstract

Customer service plays an essential role in firm performance. In this perspective, customer service process should be constantly improved to meet the expectations of customers. Despite the essence of customer satisfaction and its relations to organizational performance firms still fails to satisfy its entire customer segments. This study examines how the interaction between service innovation and total quality management can contribute to customer satisfaction. The study proposes a framework that seeks to aid firms on how to develop and implement quality customer service for its customers. This model takes into consideration the perceived expectation of customers in relation to value and quality.

Copyright

© 2014, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Judicael Paterne Raoul Tokognon
AU  - Owusu Ackah
AU  - Andy Ohemeng Asare
AU  - Yun-Fei Shao
PY  - 2014/06
DA  - 2014/06
TI  - Service Innovation and TQM: A Conceptual Framework of Customer Satisfaction
BT  - Proceedings of the 2014 International Conference on Management Science and Management Innovation
PB  - Atlantis Press
SP  - 167
EP  - 171
SN  - 2352-5428
UR  - https://doi.org/10.2991/msmi-14.2014.30
DO  - 10.2991/msmi-14.2014.30
ID  - Tokognon2014/06
ER  -