Discusses the principles of quality management as applied to the service industry. Considers the requirements of the product user, the elements of quality, management commitment and employee involvement, systems and processes and the importance of disciplined management, as well as a clear vision based on customer requirements. Concludes by asserting that the costs of poor service quality include reduced profits and lost business. Suggests that the benefits through total quality management are increased customer loyalty, higher market perception and long‐term business profitability.
Carson, J. (1991), "The keys to quality", Managing Service Quality: An International Journal, Vol. 1 No. 1, pp. 19-21. https://doi.org/10.1108/EUM0000000003116
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