Proceedings of the 2014 International Conference on Management Science and Management Innovation

Service Innovation and TQM: A Conceptual Framework of Customer Satisfaction

Authors
Judicael Paterne Raoul Tokognon, Owusu Ackah, Andy Ohemeng Asare, Yun-Fei Shao
Corresponding Author
Judicael Paterne Raoul Tokognon
Available Online June 2014.
DOI
https://doi.org/10.2991/msmi-14.2014.30How to use a DOI?
Keywords
Service Innovation, Customer service satisfaction, Organizational performance, Quality management.
Abstract
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.
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This is an open access article distributed under the CC BY-NC license.

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Proceedings
2014 International Conference on Management Science and Management Innovation (MSMI 2014)
Part of series
Advances in Economics, Business and Management Research
Publication Date
June 2014
ISBN
978-94-6252-015-8
ISSN
2352-5428
DOI
https://doi.org/10.2991/msmi-14.2014.30How to use a DOI?
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  -