Improve service by acting small
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 April 2001
Abstract
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.
Keywords
Citation
Berry, L.L. (2001), "Improve service by acting small", Managing Service Quality: An International Journal, Vol. 11 No. 2, pp. 75-79. https://doi.org/10.1108/09604520110387446
Publisher
:MCB UP Ltd
Copyright © 2001, MCB UP Limited