Discusses the Total Quality culture of Harvester restaurants, concentrating on training to achieve the company′s mission of delivering a high quality service to its guests. Outlines the importance of teamwork in the programme, and provides a case study of the executive team, showing how the system works in practice.
Newton, S. (1992), "Customer obsession", Managing Service Quality: An International Journal, Vol. 2 No. 5, pp. 269-274. https://doi.org/10.1108/09604529210029498
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