Value of quality in relationship to customer satisfaction

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Explain the value of quality in relationship to customer satisfaction within the Service Industry.

Include a description of customer-driven quality and assess the importance of participatory management as it relates to quality.

Please include references from peer reviewed sources.

One of the most important elements in creating a successful business is having happy, satisfied customers that keep coming back. Satisfied customers recommend your product or service to family, friends, and associates. This ca be achieved by the customer driven quality. "Quality" is continually evolving, an emerging consensus includes Continuous Improvement and Learning: Continuous improvement and learning refers to both incremental and "breakthrough" improvement, and applies to both the individual and organizational levels. Improvement and learning can be directed toward better products and services, to better processes, and to being more responsive, adaptive, and efficient.

Providing good service
Providing good service may seem elementary, but being able to distinguish what good customer service is and how to consistently provide it can be a daunting task. Every customer is unique with different needs and different expectations. There are many questions to ask and areas to examine to develop a customer service system advantageous to both companies and their customers. Customer Service is not just a service, but also a philosophy. Treating your customer's right and offering the correct services and products to ensure satisfaction that brings the customer back again and again is the ultimate goal. You can accomplish this with the analysis of customers' needs, expectations, and desires. This gives the company the knowledge of what to provide, when to provide it, and how to provide it.

Measuring the quality of customer service
Measuring the quality of customer service is much more difficult than measuring the quality of goods. Karen Janman offers a model of customer service competencies. This model entails people, information handling, dependability, and energy. Are ...