Underlines the dominance of the service sector in the future global economy and explains the characteristic features and elements of a service organization. Explains that with the growing maturity of society with respect to education, culture and standards of living, the user expectations and demands for improved quality of service are increasing. This is part of the pressure causing service organizations to explore total quality management (TQM) as a means of driving quality improvement into all their activities. Outlines a framework for implementing TQM within the service sector.
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