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Inside quality service

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 October 1991

Abstract

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.

Keywords

Citation

Bailey, D. (1991), "Inside quality service", Managing Service Quality: An International Journal, Vol. 1 No. 5. https://doi.org/10.1108/09604529110028760

Publisher

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MCB UP Ltd

Copyright © 1991, MCB UP Limited