TY  - JOUR
AB  - Describes the characteristics and objectives of the service quality process map (SQPM) and its applications for the customer service function of a large credit card processing centre. Compares the SQPM to a visual road map of how excellent service is created and delivered through the eyes of the customer. Considers that SQPMs can be used as a tool to build management decision support systems.
VL  - 1
IS  - 5
SN  - 0960-4529
DO  - 10.1108/09604529110028797
UR  - https://doi.org/10.1108/09604529110028797
AU  - Collier D.
PY  - 1991
Y1  - 1991/01/01
TI  - In search of new ′tools′
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
Y2  - 2024/04/25
ER  -