Design for Quality: Selecting a Product's Technical Features

Measuring service quality in the hotel industry: A study in a business hotel in Turkey

“…Available literature provides plenty of service quality measurement methods proposed by various researchers (Erto and Vanacore, 2002;Parasuraman et al, 1985;Philip and Hazlett, 1997;Cronin and Taylor, 1992;Franceschini and Rossetto, 1997;Teas, 1994;Schvaneveldt et al, 1991). These methods can be broadly categorized in two groups, as incident-based or attribute-based service quality measurement methods (Stauss and Weinlich, 1997).…”

Comparing tools for service quality evaluation

“…Except for QUALITOMETRO which is still under an advanced experimentation, the other methods are typically used in practice. A detailed description of each method can be found in Cronin and Taylor (1992); Franceschini and Rossetto (1997a); Parasuraman et al (1991); Schvaneveldt et al (1991); and Teas (1994). Here we summarize only some important features.…”

“…The QUALITOMETRO method is based on service quality dimensions (determinants) proposed in the PZB-model (Parasuraman et al, 1985;. It allows an online quality monitoring of the differential ∂Q between expected and perceived quality, and it may also be used in situations where there are periodical service users (Franceschini and Rossetto, 1997a;Oliver, 1981).…”

“…It is opportune to remember here that in subjective evaluations a metrological reference chain does not exist as in the case of physical quantities (temperature, length, etc. (Franceschini and Rossetto 1997a)). Each individual gives indications according to his or her own reference system that is usually unique to that person.…”

A new approach for evaluation of risk priorities of failure modes in FMEA

“…The characteristic failure mode indexes are expressed on ordinal qualitative scales (Fraser 1994, Franceschini andRossetto 1997) identifying the various levels of dangerous' situations. Tables 2, 3 and 4 show the qualitative scales mostly used for the severity, the detectability and the occurrence indexes (Stamatis 1995).…”