Reviews the issues of commitment when in the throes of a quality improvement process, concentrating on the way in which the management team can spread enthusiasm to everyone else. Outlines the main “commitment” problems as distractions, impatience and the non‐commitment of others. Suggests that gaining and sustaining commitment involves more than just emotions and attitudes, it must also be understood and planned.
Davies, P. (1992), "Quality commitment", Managing Service Quality: An International Journal, Vol. 2 No. 3, pp. 147-148. https://doi.org/10.1108/09604529210029236
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