A knee‐jerk reaction
Managing Service Quality: An International Journal
Article publication date: 1 March 1992
Discusses the initiation of change in response to tighter competition, shorter lead‐times, and increasingly sophisticated customers, concentrating on the creation of a clearly focused and effectively driven process. Details the importance of good data to company leaders in focusing, supporting and maintaining change and in retaining the future.
Loughran, M. (1992), "A knee‐jerk reaction", Managing Service Quality: An International Journal, Vol. 2 No. 3, pp. 171-172. https://doi.org/10.1108/09604529210029281
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