Enhancing customer orientation of service delivery systems: an integrative framework
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 June 1999
Abstract
To streamline and improce their service delivery systems, service organizations have much to learn from their manufacturing counterparts in the use of quality and process improvement tools. The purpose of this article is to present a practical framework which integrates these tools in order to enhance the efficiency and customer orientation of service delivery systems. Two examples are used to illustrate the application of the framework. Also practical guidelines to facilitate the implementation of the proposed framework are offered.
Keywords
Citation
Yasin, M.M. and Yavas, U. (1999), "Enhancing customer orientation of service delivery systems: an integrative framework", Managing Service Quality: An International Journal, Vol. 9 No. 3, pp. 198-203. https://doi.org/10.1108/09604529910267109
Publisher
:MCB UP Ltd
Copyright © 1999, MCB UP Limited