Looks at definitions of quality in the literature and their appropriateness to TQM in service industries. Discusses the opinions of leading proponents on the cost of quality, the nature of “service”, the measurement of service quality and the importance of leadership in service design. Describes Zeithaml et al.’s model for measuring service performance.
McManus, J. and Hutchinson, I. (1996), "TQM in service design", Managing Service Quality: An International Journal, Vol. 6 No. 1, pp. 40-44. https://doi.org/10.1108/09604529610108135Download as .RIS
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