Improving service delivery
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 October 1991
Abstract
Outlines a workshop approach to evaluating service delivery in order to improve customer service, as well as developing a service strategy and designing delivery systems consistent with this strategy. Describes the tools used in the workshop ‐ particularly the ′Service Triangle′. Sums up the benefits of such a workshop in evaluating service delivery.
Keywords
Citation
Armistead, C. and Clark, G. (1991), "Improving service delivery", Managing Service Quality: An International Journal, Vol. 1 No. 5. https://doi.org/10.1108/09604529110028814
Publisher
:MCB UP Ltd
Copyright © 1991, MCB UP Limited