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The balancing act

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 February 1992

Abstract

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.

Keywords

Citation

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

Publisher

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MCB UP Ltd

Copyright © 1992, MCB UP Limited