Following a recent survey, shows how managers view service and the key issues affecting future profitability and growth. Asserts that the survey report is unique in that, possibly no other organisation has succeeded in putting together a detailed research project on the service ethics in America, Europe and Japan. Reports on the highlights of the survey and its results. Concludes that the opinions should have a lasting impact on planning for superior service in the future.
Centre Europe, M. (1991), "The new competitive edge", Managing Service Quality: An International Journal, Vol. 1 No. 2, pp. 113-114. https://doi.org/10.1108/EUM0000000003134
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