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/10.1108/09604529810206927Download as .RIS
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