TY  - JOUR
AB  - Describes a research study implementing TQM in the employment services using it on an organisation‐wide basis, for internal as well as external customers. Suggests a customer profile model. Asserts that the implementation has produced astonishing results and that, by recognising service providers as experts with intimate knowledge of their customers, TQM enables them to contribute directly to the improvement of the quality of their service provision.
VL  - 1
IS  - 1
SN  - 0960-4529
DO  - 10.1108/EUM0000000003121
UR  - https://doi.org/10.1108/EUM0000000003121
AU  - Foster Morris
AU  - Whittle Susan
AU  - Smith Stuart
AU  - Hyde Peter
PY  - 1991
Y1  - 1991/01/01
TI  - Improving the service quality chain
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 41
EP  - 46
Y2  - 2024/04/25
ER  -