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Volume 1, Issue 5
1 October 1991
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 1, Issue 5
Research Article| October 01 1991

In search of new ′tools′

D. Collier
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1991
Managing Service Quality: An International Journal (1991) 1 (5)
https://doi.org/10.1108/09604529110028797

Describes the characteristics and objectives of the service quality process map (SQPM) and its applications for the customer service function of a large credit card processing centre. Compares the SQPM to a visual road map of how excellent service is created and delivered through the eyes of the customer. Considers that SQPMs can be used as a tool to build management decision support systems.

Keywords: CREDIT CARDS, CUSTOMER SERVICE, DECISION MAKING, SERVICE QUALITY
© MCB UP Limited
1991
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