Managing quality in manufacturing versus services: a comparative analysis

Abstract

Reveals that the majority of those writing on the subject of managing quality in a service environment argue that this is more difficult than in manufacturing. Tries to redress this balance by presenting a number of reasoned arguments. The material presented is based heavily on opinion rather than fact, but intends to cause researchers and students alike to question some of the traditional arguments and perhaps even spark a debate on the topic which examines key features of manufacturing and examines the difficulties they present in relation to the management of quality. Concludes that while the management of quality in services is different to manufacturing, it is not always the case that it is more difficult.

Citation

DALE, B.G., Barber, K.D., Williams, R.T. and van der Wiele, T. (1997), "Managing quality in manufacturing versus services: a comparative analysis", Managing Service Quality: An International Journal, Vol. 7 No. 5, pp. 242-247. https://doi.org/10.1108/09604529710172881