Abstract
The sustainability of the services based organization consist on its ability to monitor the external environment about opportunities, changes, trends and risks, as well as the ability to learn, change and innovate. To reach the sustainability threshold, the organization must focus on both results and processes. A viable solution is to adopt a quality strategy that allows a perceptible perception of its products to its customers. This research purpose is to identify the extent of which organizations are sustainable and seek to meet the interests of all the involved stakeholders, as well as to help the organizations to identify areas where they can improve their performance.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Olaru, M.: Managementul calității. Editura Economica București (2013)
Enătescu, A.M., Enătescu, M.: Calitate. Terminologie comentată. Ed. Tehnică, București (2000)
Encyclopedia Britannica: Encyclopǣdia Britannica Online, “Quality” (2009)
Juran, J.M., Gryna Jr., F.M.: Calitatea produselor. Tratat de planificare, proiectare, realizare și control. Tradus din limba engleză. Editura Tehnică, București (2012)
Juran, J.: La qualité dans les services. AFNOR Gestion (1994)
Juran, J.M.: Quality Control Handbook. McGraw-Hill, New York (1988)
Wilkinson, A., Marchington, M., Dale, B.: Manufacturing more effective TQM: implications for the management of human resources. Res. Pract. Hum. Resour. Manage. 2(1), 69–88 (1994)
Ishikawa, K.: What Is Total Quality Control? The Japanese Way. Prentice-Hall International, London (1985). Transl. David Lu
Crosby, P.B.: Quality Is Free. McGraw-Hill, New York (1979)
Deming, W.: The New Economics for Industry, Government, and Education, p. 132. MIT Press, Boston (1993). ISBN0262541165
SR ISO 8402:1995: Managementul și asigurarea calității. Vocabular (1995)
Cronin, J.J., Taylor, S.A.: SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. J. Mark. 58(1), 125–131 (1994)
Horovitz, J.: La qualite de service a la conquete du client, Edité par intereditions (1987). ISBN 10: 2729601961/ISBN 13: 9782729601966
BS EN ISO 9001:2015: Quality management systems. Requirements (2015)
Ealey, L.A.: Quality by design: Taguchi methods and U.S. Industry. Dearborn, Mich. ASI Press (1988)
Madu, C.N.: Handbook of Total Quality Management. Springer Science & Business Media, 6 December 2012 (2012). ISBN 978-1-4613-7409-1. Technology &Engineering. https://www.google.ro/search?tbo=p&tbm=bks&q=subject:%22Technology+%26+Engineering%22&source=gbs_ge_summary_r&cad=0
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2019 Springer International Publishing AG, part of Springer Nature
About this paper
Cite this paper
Titu, M.A., Pop, B.A., Titu, S. (2019). Contributions to Improve the Sustainability in Services Based Organizations. In: Karabegović, I. (eds) New Technologies, Development and Application. NT 2018. Lecture Notes in Networks and Systems, vol 42. Springer, Cham. https://doi.org/10.1007/978-3-319-90893-9_34
Download citation
DOI: https://doi.org/10.1007/978-3-319-90893-9_34
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-90892-2
Online ISBN: 978-3-319-90893-9
eBook Packages: Intelligent Technologies and RoboticsIntelligent Technologies and Robotics (R0)