Stand out from the crowd

Abstract

Explains the steps the Nationwide Building Society has taken to improve the management of customer relations. Argues that to gain an edge on its competitors, the most important aspect of the qualityprogramme looked into how to be different from the rest. Lays out the quality programme in stages.

Citation

Ritchie, K. (1993), "Stand out from the crowd", Managing Service Quality: An International Journal, Vol. 3 No. 5, pp. 21-26. https://doi.org/10.1108/EUM0000000003187