Learning about service quality

Peter A.C. Smith (Peter A.C. Smith is a specialist in knowledge management based in Holland Landing, Ontario, Canada)
John Peters (Editorial Director of MSQ and based in Calgary, Alberta, Canada)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 April 1998


Presents a methodology for the design of a learning approach to service quality improvement. Considers the strengths of “action learning”, noting some of the major companies which have utilized this approach, including the British Airports Authority and AT&T. Looks at a typical action learning program which involves aspects such as tackling real problems and working in small groups or “sets”, and notes benefits such as the fact that the programs can be designed to suit the organization and that the brightest people in the company can be challenged to solve critical problems.



Smith, P. and Peters, J. (1998), "Learning about service quality", Managing Service Quality: An International Journal, Vol. 8 No. 2, pp. 119-125. https://doi.org/10.1108/09604529810206927

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Copyright © 1998, MCB UP Limited

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