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New developments in service operations management

Work Study

ISSN: 0043-8022

Article publication date: 1 January 1993

245

Abstract

Discusses the reasons why service quality is difficult to control, methods to increase the control of services by improving the service system, and ways in which top managers can avoid flaws made in service performance, and improve service quality. Argues that management must follow the example set by top service performers and become equally committed to improving quality.

Keywords

Citation

Tinkham, M.A. and Kleiner, B.H. (1993), "New developments in service operations management", Work Study, Vol. 42 No. 1, pp. 16-19. https://doi.org/10.1108/EUM0000000002691

Publisher

:

MCB UP Ltd

Copyright © 1993, MCB UP Limited

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