Abstract

Quality management is mainly examined in a business and service context. Therefore, the determining parameters of defining quality schemes are the business and services provision, the customer satisfaction, the effective assessing of information, as well as the successful monitoring of all participating managerial systems within the business environment. In the present study, references of Quality Management interest, that have been published within the last two decades (1990 to 2010) are collected, grouped and presented in accordance to their relationship with the customer satisfaction, customer consultation, and self-assessment contexts. The dominating value of complaints procedures investigation, organizations state-of-health, and proposing modifications to existing systems that could improve service quality schemes are also addressed.

Key words: Customer consultation, customer satisfaction, quality management, review, service quality.