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Managing the ″Intangibles″ of Service Quality

The TQM Magazine

ISSN: 0954-478X

Article publication date: 1 February 1989

568

Abstract

Asserts that managing service quality demands an integrated approach. Contends that top management commitment, robust operating systems, human resources management, and understanding and measuring customer needs, are essential to creating a competitive advantage. Identifies the key elements to achieving quality in the intangibles of service operations. Asserts standards of service quality must be set where possible. Concludes it will become increasingly important that organisations understand how to manage all the elements of their output, not just quality of manufactured products, but also the documentation, mode of delivery, as well as all the customer contacts in the daily operations.

Keywords

Citation

Clark, G. (1989), "Managing the ″Intangibles″ of Service Quality", The TQM Magazine, Vol. 1 No. 2. https://doi.org/10.1108/EUM0000000002994

Publisher

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MCB UP Ltd

Copyright © 1989, MCB UP Limited

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