Notable People in Service quality

Question 1

american physicist, enginner and statistician
father of statistical quality control
Shewhart cycle

Answer 1

Walter A. Shewhart

Question 2

championed the work of Shewhart
Statistical process control, operational definitions
PDSA cycle (Plan,Do,Study,Act)

Answer 2

William Edwards Deming

Question 3

Quality Control Hnadbook
Total Quality Management “TQM”
Fitness of use

Answer 3

Joseph Juran

Question 4

zero defects program

Answer 4

Philip B. Crosby

Question 5

Total Quality Control (TQC)

Answer 5

Armand V. Feigenbaum

Question 6

concept of customer service
after sale and service warranty
not a fan of “no return, no exchange” policy
fishbone diagram

Answer 6

Kaoru Ishikawa

Question 7

applied statistics to improve the quality of manufactured goods

Answer 7

Genichi Taguchi

Question 8

difference between the marketing “channels” used for services and those used for physical goods and implications for marketing strategy

Answer 8

James H. Donnely

Question 9

Parsu

Answer 9

Parasuraman, Valerie Zeithml, and Leonard L. Berry

Question 10

“gaps” model of service quality

Answer 10

Parsu

Question 11

expanded the marketing mix
Pioneered IHIP

Answer 11

Mary Jo Bitner and Bernard H. Booms

Question 12

pioneer in the field of service marketing

Answer 12

Christopher Lovelock

Question 13

economist and proffesor in Harvard Business School
Editor of Harvard Business Review

Answer 13

Theodore Levitt

Question 14

pioneered the thought of service providers not only as team players but cast members in a movie or theatre

Answer 14

Walt Disney

Question 15

Father of “Guestology” and
Guest Point of View (GPOV)

Answer 15

Bruce Laval