지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2012.1
- 수록면
- 148 - 154 (7page)
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초록· 키워드
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The purpose of this study is to develop measurement items for quality cost in service industries. Quality cost is necessary in order to evaluate quality management activities. It is clear that the quality cost in service industry is different from manufacturing industry.
Generally, in service industries, quality cost is very difficult to assess because it has a unique characteristics. This paper proposes an effective method for measuring quality cost in service industries. Based on the PAF (Prevention, Appraisal, Failure) cost model,we utilizes the concept of five demensions in SERVQUAL which are tangibles, reliability, responsiveness, assurance, empathy.
This paper also presents to a standard model for quality cost measurement in service industries.
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참고문헌 (18)
참고문헌 신청
Asher, J. M. / 1988 / Cost of quality in service industries / International Journal of Quality Reliability Management 5 (5) : 38 ~ 46
Bohan, G. P. / 1991 / Pinpointing the real cost of quality in a service company / National Productivity Review 10 (3) : 309 ~ 317
Burns, C. R. / 1976 / Quality costing used as a tool for cost reduction if the machine-tool industry / Quality Assurance 2 (1) : 25 ~ 32
Campanella, J. / 1999 / Principles of Quality Costs, 3rd ed / ASQ Quality Press
Dahlgaard, J. / 1992 / Quality Costs and Total Quality Management / Total Quality Management 3 (3) : 211 ~ 222
Bohan, G. P. / 1991 / Pinpointing the real cost of quality in a service company / National Productivity Review 10 (3) : 309 ~ 317
Burns, C. R. / 1976 / Quality costing used as a tool for cost reduction if the machine-tool industry / Quality Assurance 2 (1) : 25 ~ 32
Campanella, J. / 1999 / Principles of Quality Costs, 3rd ed / ASQ Quality Press
Dahlgaard, J. / 1992 / Quality Costs and Total Quality Management / Total Quality Management 3 (3) : 211 ~ 222
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