Undergoing various routes of service advancements many firm’s struggle in the area of quality management. Strong systems and established roles exist for work with product quality, but new ways of working are needed to be able to work with service quality as this is relational and is determined during the customer’s use of the service.
Researchers
- Ida Gremyr, Professor - Chalmers
- Gentjana Rexhaj, post doctoral student - Duale Hochschule Baden-Württemberg
Publications :
- Gremyr I., Elg, M. () «(2023). Patient involvement in quality improvement: a survey comparing naturalistic and reflective approaches. e001981.» BMJ open quality.