Can businesses that deliver services through multiple distribution points significantly improve their reputations for quality? Yes, but these businesses must overcome the common perception that chain operations do not care about quality as much as locally‐owned firms. Explores the idea of large companies acting like small ones to improve their quality reputation.
Berry, L. (2001), "Improve service by acting small", Managing Service Quality: An International Journal, Vol. 11 No. 2, pp. 75-79. https://doi.org/10.1108/09604520110387446Download as .RIS
MCB UP Ltd
Copyright © 2001, MCB UP Limited