A Taxonomy of Service Quality Strategies

Ping-Kuo
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Ping-Kuo: Chen Aletheia University, Taiwan

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Abstract: This paper will describe the development and numerical analysis of alternative service quality strategies. For the methodology, this study uses taxonomy to establish different service quality strategies. This taxonomy is based on a cluster analysis method. This study establishes strategic groups based on all of the critical success factors from the related literature. Furthermore, the relationship between clusters of service quality strategy groups and service quality indices will be observed. We believe that powerful contributions will be produced by the research results, which will also provide practical implications. Firms will be able to precisely select an appropriate strategy to satisfy service quality requirements from different market customers.

Keywords: service quality; strategic; taxonomy; competitiveness (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:tkp:mklp15:2031-2041

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