A Framework for Developing a Quality Strategy in a Customer Processing Operation

Abstract

Increasing competition in the service sector provides an opportunity for firms to differentiate their services from the competition by providing and improving service quality. The development of a quality strategy to improve service quality is presented and the critical points in customer processing are identified.

Citation

Johnston, R. (1987), "A Framework for Developing a Quality Strategy in a Customer Processing Operation", International Journal of Quality & Reliability Management, Vol. 4 No. 4, pp. 37-46. https://doi.org/10.1108/eb002888