Explores the findings of a recent survey which suggests that British managers have the wrong priorities when setting targets for quality management. Compares British business with Japanese in respect of customer service.
Lawson, D. (1992), "Viewpoint Have British managers ignored the quality message again?", Managing Service Quality: An International Journal, Vol. 2 No. 4, pp. 189-190. https://doi.org/10.1108/09604529210029317
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