Hear it from the heart

Abstract

Examines the new concept of total care management (TCM). Argues that customers are choosing companies not simply on the quality of their products but on the integrity of their behaviour, and that this fusion of quality and ethics is transforming total quality management (TQM) into TCM. Defines total care management and the various meanings of care in the service industries. Offers some examples of TCM companies and their management values. Recommends ways in which organizations can facilitate TCM, notably by following principles of tough care and shared care.

Citation

Lynch, J. (1993), "Hear it from the heart", Managing Service Quality: An International Journal, Vol. 3 No. 1, pp. 379-383. https://doi.org/10.1108/EUM0000000003151