The perception of quality [electronic resource] : mapping product and service quality to consumer perceptions / George N. Kenyon, Kabir C. Sen.

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The perception of quality [electronic resource] : mapping product and service quality to consumer perceptions / George N. Kenyon, Kabir C. Sen.

9781447166276 electronic book
1447166272 electronic book
9781447166269
1447166264

London : Springer, 2015.

English

1 online resource (ix, 265 pages) : illustrations

10.1007/978-1-4471-6627-6 doi

HF5415.157

658.4/013
650

Exploring the concept of quality management from a new point of view, this book presents a holistic model of how consumers judge the quality of products. It links consumer perceptions of quality to the design and delivery of the final product, and presents models and methods for improving the quality of these products and services. It offers readers an improved understanding of how and why the design process must consider how the consumer will perceive a product or service. In order to facilitate the presentation and understanding of these concepts, illustrations and case examples are also provided throughout the book. This book provides an invaluable resource for managers, designers, manufacturers, professional practitioners and academics interested in quality management. It also offers a useful supplementary text for marketing and quality management courses.

Includes bibliographical references.

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text file PDF

Online resource; title from PDF title page (SpringerLink, viewed February 2, 2015).

Print version: 9781447166269

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