TY  - JOUR
AB  - 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.
VL  - 6
IS  - 5
SN  - 0960-4529
DO  - 10.1108/09604529610127107
UR  - https://doi.org/10.1108/09604529610127107
AU  - Vendrig Lilyan
PY  - 1996
Y1  - 1996/01/01
TI  - The route to TQM at American Express
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 45
EP  - 46
Y2  - 2024/04/18
ER  -