Claims that in order to improve quality service, front‐line staff and management need to recognize the importance of good customer care, for both internal and external customers. Defines quality service and gives examples of how and where to implement it, as well as illustrating both individual and management contributions.
Bailey, D. (1991), "Inside quality service", Managing Service Quality: An International Journal, Vol. 1 No. 5. https://doi.org/10.1108/09604529110028760
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