Describes how American Express recovered its top position and opened a wide gap between it and its competitors by using the framework American Express quality leadership (AEQL) and recognizing the importance of customer satisfaction.
Vendrig, L. (1996), "The route to TQM at American Express", Managing Service Quality: An International Journal, Vol. 6 No. 5, pp. 45-46. https://doi.org/10.1108/09604529610127107Download as .RIS
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