Motivating workers is an important element in developing a quality culture in a business firm. This can only be achieved through a macro‐quality mission statement developed by upper, middle, and lower management and communicated throughout the organization. Discusses the “how to” of developing a quality service mission statement and presents the strategy for using it to improve a firm′s market position. Provides examples of a successful mission statement and analyses their formats.
Lancioni, R. (1992), "The Quality Service Mission Statement: Developing a Superior International Customer Service Programme", International Journal of Physical Distribution & Logistics Management, Vol. 22 No. 3, pp. 7-10. https://doi.org/10.1108/EUM0000000000408
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