Improving quality in professional service organizations: a review of the key issues
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 June 1995
Abstract
Presents a review of the literature on the methods and approaches for identifying and satisfying customer requirements for professional service organizations and thereby facilitating a process of continuous improvement. Finds that putting in place a process of continuous and company‐wide improvement in professional service organizations is not easy owing to intangible outputs, high buyer interactions and a lack of heterogeneity. Points out that the entire client interaction process requires careful management control and the provision of professional services which meet the needs and requirements of clients, requires well developed recruitment, training, internal communications and appropriate reward and recognition systems.
Keywords
Citation
Harte, H.G. and Dale, B.G. (1995), "Improving quality in professional service organizations: a review of the key issues", Managing Service Quality: An International Journal, Vol. 5 No. 3, pp. 34-44. https://doi.org/10.1108/09604529510087455
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited