Modern Approaches to the Quality Management in the Services Sector

Authors

  • Сергей Анатольевич Смирнов St. Petersburg State University, 7–9, Universitetskaya nab., St. Petersburg, 199034, Russian Federation https://orcid.org/0000-0001-8311-2208
  • Вадим Станиславович Лавров St. Petersburg State University of Economics and Finance, 21, Sadovaya ul., St. Petersburg, 191023, Russian Federation; Technograd ltd

Abstract

The article is devoted to research of basic features and scientific approaches in the field of creating services value. Services quality and productivity are considered as two interconnected ways of product value creation from the points of view of both the manufacturer and the final customer. Based on the analysis of methods of services quality measurement and evaluation, the authors make conclusions on opportunity of their practical application in specific conditions. Factors influencing the success of a strategy aimed increasing consumption value of services are determined.

Keywords:

QUALITY MANAGEMENT, SERVICES QUALITY, MEASUREMENT TECHNIQUES

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Author Biographies

Сергей Анатольевич Смирнов, St. Petersburg State University, 7–9, Universitetskaya nab., St. Petersburg, 199034, Russian Federation

кандидат экономических наук, старший преподаватель

Вадим Станиславович Лавров, St. Petersburg State University of Economics and Finance, 21, Sadovaya ul., St. Petersburg, 191023, Russian Federation; Technograd ltd

аспирант; ведущий менеджер по маркетингу

References

Литература на русском языке

Малахова Ю. Г., Левшина В.В., Корнилова Т. В., Репях С. М. Планирование качества тетрадей//Методы менеджмента качества. 2002.№ 5.

Малхотра Н. Маркетинговые исследования. М., 2002. С. 519.

Чейз Р., Джейкобз Р., Аквилано Н. Производственный и операционный менеджмент. М., 2007.


References in Latin Alphabet

Bitner M., Zeithaml V. Services Marketing. Massachusetts, 1996.

Devlin J., Dong H. Service Quality from the Customer's Perspective//Marketing Research. 1994. Jan. N 1. P. 5-13.

Garvin D. Managing Quality. New York, 1988. Ch. 3.

Gronroos C. Service Management and Marketing. Lexington, 1990.

Mels G., Boshoff C., Nel D. The Dimensions of Service Quality: The Original European Perspective Revisited//Service Industries Journal. 1997. Jan. N 1. P. 173-189.

Parasuraman A., Zeithaml V., Berry L. SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality//Journal of Retailing, 1988. N 64. P. 12-40.

Parasuraman А., Zeithaml V., Berry L. A conceptual Model of Service Quality and its Implications for Future Research//Journal of Marketing. 1985. N 49. P. 41-50.

Shaw J. The Service Focus. Homewood, IL Dow Jones-Irwin. 1990. P. 152-153.


Translation of references in Russian into English

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Published

2008-12-30

How to Cite

Смирнов, С. А., & Лавров, В. С. (2008). Modern Approaches to the Quality Management in the Services Sector. St Petersburg University Journal of Economic Studies, (4), 136–140. Retrieved from https://economicsjournal.spbu.ru/article/view/4168

Issue

No. 4 (2008)

Section

Theory and Practice of Management

License

Articles of the St Petersburg University Journal of Economic Studies are open access distributed under the terms of the License Agreement with Saint Petersburg State University, which permits to the authors unrestricted distribution and self-archiving free of charge.

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