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Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 April 1991


Describes how Joshua Tetley′s “Quality Pays” programme illustrates that the only way to achieve a real, sustainable competitive edge, is to commit the company to a service‐driven organisation. Traces the development of the Quality Pays programme and the need to develop an infrastructure to facilitate Quality Pays as an on‐going process. Describes the programmes basic aims and the training involved. Lists six key ingredients which enable companies to maintain the momentum and avoid some of the pitfalls of earlier quality service initiatives. Asserts that following these six ingredients should enable companies to develop a culture based on the premise that the customer is always right.



Lunn, T. (1991), "Cheers...", Managing Service Quality: An International Journal, Vol. 1 No. 4, pp. 213-217.




Copyright © 1991, MCB UP Limited