American Tips for Top Service

Abstract

Benchmarking within the service industry is not as easily definable as in manufacturing, where there are many processes common to companies in businesses which are different from one another. Many of the key elements of service quality are more nebulous. Describes the study forms of some of the US′s most renowned service providers by groups of UK executives. Asserts that this type of benchmarking is more than just corporate tourism, detailing the areas of best practice which were around.

Citation

Mosely, T. and Moores, B. (1993), "American Tips for Top Service", Managing Service Quality: An International Journal, Vol. 3 No. 6, pp. 9-12. https://doi.org/10.1108/EUM0000000003197