Lessons from service America
Managing Service Quality: An International Journal
Article publication date: 1 June 1992
Discusses the adoption of skills‐based pay as a part of Total Quality Management schemes in three US companies, in respect of raising standards, retaining staff and increasing staff versatility. Provides a definition of skills‐based pay and a number of its major forms. Gives a few case studies to illustrate the use of skills‐based pay and a number of main learning points.
Cross, M. (1992), "Lessons from service America", Managing Service Quality: An International Journal, Vol. 2 No. 6, pp. 343-347. https://doi.org/10.1108/EUM0000000003150
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