TY  - JOUR
AB  - Shares some observations following sponsorship by the Scottish Development Agency of a fact‐finding mission to the USA. The objective was to learn from the best US service organizations. Discusses the organisations visited, and asserts that in all, the companies were obviously making superb progress and that the total quality programmes had given them increased opportunities to take advantage of other trends that became evident. Notes that the drive for quality in the USA is epitomised by a profit motive and an efficiency measurement; it is the way of developing the business, retaining customers and making the company profitable for employees and shareholders.
VL  - 1
IS  - 2
SN  - 0960-4529
DO  - 10.1108/EUM0000000003133
UR  - https://doi.org/10.1108/EUM0000000003133
AU  - Naden Jim
PY  - 1991
Y1  - 1991/01/01
TI  - A view from America
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 109
EP  - 112
Y2  - 2024/04/24
ER  -