Total service quality management
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 February 1999
Abstract
The purpose of this paper is to discuss service quality and total quality management as a business strategy designed to add value to customers. It begins by discussing the roots of quality assurance and total quality management, TQM, discusses BPR and supply chain management, and argues for a “moments of truth” analysis approach to delivering service quality.
Keywords
Citation
Peters, V.J. (1999), "Total service quality management", Managing Service Quality: An International Journal, Vol. 9 No. 1, pp. 6-12. https://doi.org/10.1108/09604529910248759
Publisher
:MCB UP Ltd
Copyright © 1999, MCB UP Limited