Managing total service quality: a systemic view
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 February 1998
Abstract
The technical framework within which quality assurance systems develop is well recognised. Likewise, although not as well recognised, the non‐technical framework which affects quality assurance systems is nevertheless an important element to be discerned. While there may be some awareness of the technical and non‐technical interface in quality assurance systems, this is generally not acknowledged and, at worst, treated as separate entities. It is the contention of this paper that the interface between the technical and non‐technical framework must be acknowledged explicitly to achieve effective quality management. In essence, the systemic view which links these two frameworks must be recognised for managing total service quality.
Keywords
Citation
Sui Pheng, L. (1998), "Managing total service quality: a systemic view", Managing Service Quality: An International Journal, Vol. 8 No. 1, pp. 34-45. https://doi.org/10.1108/09604529810199377
Publisher
:MCB UP Ltd
Copyright © 1998, MCB UP Limited