Service Innovation and TQM: A Conceptual Framework of Customer Satisfaction
- Judicael Paterne Raoul Tokognon, Owusu Ackah, Andy Ohemeng Asare, Yun-Fei Shao
- Corresponding Author
- Judicael Paterne Raoul Tokognon
Available Online June 2014.
- https://doi.org/10.2991/msmi-14.2014.30How to use a DOI?
- Service Innovation, Customer service satisfaction, Organizational performance, Quality management.
- Customer service plays an essential role in firm performance. In this perspective, customer service process should be constantly improved to meet the expectations of customers. Despite the essence of customer satisfaction and its relations to organizational performance firms still fails to satisfy its entire customer segments. This study examines how the interaction between service innovation and total quality management can contribute to customer satisfaction. The study proposes a framework that seeks to aid firms on how to develop and implement quality customer service for its customers. This model takes into consideration the perceived expectation of customers in relation to value and quality.
- Open Access
- This is an open access article distributed under the CC BY-NC license.
Cite this article
TY - CONF AU - Judicael Paterne Raoul Tokognon AU - Owusu Ackah AU - Andy Ohemeng Asare AU - Yun-Fei Shao PY - 2014/06 DA - 2014/06 TI - Service Innovation and TQM: A Conceptual Framework of Customer Satisfaction BT - 2014 International Conference on Management Science and Management Innovation (MSMI 2014) PB - Atlantis Press SN - 2352-5428 UR - https://doi.org/10.2991/msmi-14.2014.30 DO - https://doi.org/10.2991/msmi-14.2014.30 ID - Tokognon2014/06 ER -