TY  - JOUR
AB  - 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.
VL  - 6
IS  - 1
SN  - 0960-4529
DO  - 10.1108/09604529610108135
UR  - https://doi.org/10.1108/09604529610108135
AU  - McManus John J.
AU  - Hutchinson Iain
PY  - 1996
Y1  - 1996/01/01
TI  - TQM in service design
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 40
EP  - 44
Y2  - 2024/04/23
ER  -