The quality gurus – their approaches described and considered

Tony Bendell · Roger Penson

46 citations0/0 files storedManaging Service Quality

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Management Systems and Quality Improvement Customer Service Quality and Loyalty Quality and Supply Management

Abstract

Discusses the major contributions of various quality gurus. Highlights the main messages and how principles which originally focused on the product can now be applied to services. Draws attention to the competitive importance of quality and concludes that business survival depends on quality.

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