notable people in the service quality

• Walter A. Shewhart, an American physicist, engineer, and statistician, is the father of statistical Quality control.
• William Edwards Deming, an American engineer, statistician, professor, author, lecturer, and management consultant, championed the work of Walter Shewhart.
• Joseph M. Juran made many contributions to the field of quality management.
• The Quality Control Handbook is a classic reference for quality engineers
• Joseph M. Juran was the first to import the human aspect of quality management.
• Total Quality Management (TQM) is a management strategy focused on long-term success through customer satisfaction.
• Philip B. Crosby, a businessman and author, contributed to management theory and quality management and initiated the zero defects program at the Martin Company.
• Armand V. Feigenbaum, an American quality control expert and businessman, devised the concept of TQC which inspired TQM.
• Kaoru Ishikawa, notable for rejuvenating the norm in the workplace, always believed that quality should not stop and was one of the few people who believed that delivering quality does not stop in purchasing the product.
• Genichi Taguchi, an engineer and statistician, developed a methodology for applying statistics.
• Taguchi methods have been controversial among some conventional Western statisticians.
• PERFORMANCE - it refers to ta service product's primary operating characteristics.
• PERCEIVED QUALITY - guests usually do not have a complete guide on a service product's dimension
• AESTHETICS - along the last dimensions, are highly subjective.
• SERVICEABILITY - the sixth dimension of quality, more inclined towards goods rather than services.
• DURABILITY - the dimension is more detectable in goods rather than in service and it has both technical and economical dimension.
• CONFORMANCE - the quality dimension means that the service product's design and characteristics should meet the standard set.
• RELIABILITY - refers to the ability to perform the promise service product dependably and accurate.
• FEATURES - are dimensions of quality.
• JAMES H. DONNELLY - he highlighted the differences between the marketing channels.
• A "PARSU" PARASURAMAN, VALARIE A. ZEITHALM, LEONARD L. BERRY - they developed their pioneering "gaps model" of service quality.
• MARY JO BITNER AND BERNARD H. BOOMS - they develop their expanded "marketing mix" for service.
• they added 3 more Ps (people, process, physical evidence)

  MARY JO BITNER AND BERNARD H. BOOMS
• CHRISTOPHER LOVELOCK - best known as a pioneer in the field of service marketing.
• THEODORE LEVITT - an economist and professor at Harvard business school.
• WALT DISNEY - the Disney company while crafting their concept for theme pars.
• BRUCE LAVAL - an industrial engr. of the Disney company.