Research Article Open Access Double-Blind Peer Review

EXAMINING THE DIMENSIONS OF SERVICE QUALITY MODELS: AN OVERVIEW

John Smith·Emily Johnson
Published 23 January 2025
Vol. 11, No. 1 (2023)
pp. 1-15
CC BY 4.0
  1. 1
    John Smith
    Department of Business Administration, Faculty of Economics and Administrative Sciences, Greenfield University, Greenfield Campus, 1234 University Lane, 56789 Springfield, USA
    US
  2. 2
    Emily Johnson
    Department of Business Administration, Faculty of Economics and Administrative Sciences, Greenfield University, Greenfield Campus, 1234 University Lane, 56789 Springfield, USA
    US

Quality management is a fundamental concept that plays a crucial role in various fields, including manufacturing, economics, marketing, and operations management. This paper explores the multifaceted nature of quality by examining different approaches to its definition. Quality, as described by renowned scholars such as Juran, Crosby, and Garvin, is not a one-size-fits-all concept but rather a dynamic and context-dependent construct. The transcendent approach to quality, as proposed by Juran (1974), emphasizes "innate excellence." In this view, quality represents uncompromising standards and high achievement, discernible only through experience. It is an abstract concept that transcends specific criteria or measurements. Conversely, the product-based approach, as highlighted by Crosby (1979), considers quality as a "precise and measurable variable." It contends that variations in quality can be attributed to differences in the quantity of specific ingredients or attributes, often leading to higher costs associated with achieving superior quality. In the user-based approach, quality is intimately linked to customer satisfaction. This perspective, widely embraced in economics, marketing, and operations management, posits that the highest quality corresponds to the optimal satisfaction of consumer preferences. Thus, quality is measured by its ability to meet and exceed customer expectations. In contrast, the manufacturing-based approach defines quality as "making it right the first time." Rooted in supply chain management and engineering practices, this approach prioritizes error prevention and efficiency in production processes.

JournalColumbia Journal of Entrepreneurship and Management
ISSN3065-0623
Volume / IssueVol. 11, No. 1 (2023)
Pages1-15
Published23 January 2025
Access Open Access
LicenseCC BY 4.0 — reuse with attribution
PublisherKeith Publications
Smith , J., Johnson, E. (2025). EXAMINING THE DIMENSIONS OF SERVICE QUALITY MODELS: AN OVERVIEW. Columbia Journal of Entrepreneurship and Management, Vol. 11 No. 1, pp. 1-15

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