The perception of quality [electronic resource] : mapping product and service quality to consumer perceptions / George N. Kenyon, Kabir C. Sen.
2015
HF5415.157
Linked e-resources
Linked Resource
Online Access
Concurrent users
Unlimited
Authorized users
Authorized users
Document Delivery Supplied
Can lend chapters, not whole ebooks
Details
Title
The perception of quality [electronic resource] : mapping product and service quality to consumer perceptions / George N. Kenyon, Kabir C. Sen.
Author
Kenyon, George N., author.
ISBN
9781447166276 electronic book
1447166272 electronic book
9781447166269
1447166264
1447166272 electronic book
9781447166269
1447166264
Published
London : Springer, 2015.
Language
English
Description
1 online resource (ix, 265 pages) : illustrations
Item Number
10.1007/978-1-4471-6627-6 doi
Call Number
HF5415.157
Dewey Decimal Classification
658.4/013
650
650
Summary
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.
Bibliography, etc. Note
Includes bibliographical references.
Access Note
Access limited to authorized users.
Digital File Characteristics
text file PDF
Source of Description
Online resource; title from PDF title page (SpringerLink, viewed February 2, 2015).
Added Author
Sen, Kabir C., author.
Available in Other Form
Print version: 9781447166269
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Online Access
Record Appears in
Online Resources > Ebooks
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All Resources
Table of Contents
Creating a Competitive Advantage
Defining Quality
The Value Proposition
Customer Perceptions
The Product Design Process
The Service Design Process
Measuring Value
Practical Implications of Customer Perceptions on the Design Process
Re-Engineering the Process for Perceptions.
Defining Quality
The Value Proposition
Customer Perceptions
The Product Design Process
The Service Design Process
Measuring Value
Practical Implications of Customer Perceptions on the Design Process
Re-Engineering the Process for Perceptions.