Discusses a survey mailed to some 3,000 managers to ascertain how service managers approach the management of resource capacity to satisfy the demand for their type of business, and how this process impacts on their ability to maintain a constant delivery of the most important features of service quality. Reviews the results in respect of important features of service quality, management of service delivery process recovery from mistakes and the and the management of service quality.
Armistead, C. and Clark, G. (1992), "The balancing act", Managing Service Quality: An International Journal, Vol. 2 No. 2, pp. 115-119. https://doi.org/10.1108/09604529210029173
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