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A view from America

A view from America Shares some observations following sponsorship by the Scottish Development Agency of a factfinding mission to the USA. The objective was to learn from the best US service organizations. Discusses the organisations visited, and asserts that in all, the companies were obviously making superb progress and that the total quality programmes had given them increased opportunities to take advantage of other trends that became evident. Notes that the drive for quality in the USA is epitomised by a profit motive and an efficiency measurement it is the way of developing the business, retaining customers and making the company profitable for employees and shareholders. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

A view from America

Managing Service Quality , Volume 1 (2): 4 – Feb 1, 1991

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/EUM0000000003133
Publisher site
See Article on Publisher Site

Abstract

Shares some observations following sponsorship by the Scottish Development Agency of a factfinding mission to the USA. The objective was to learn from the best US service organizations. Discusses the organisations visited, and asserts that in all, the companies were obviously making superb progress and that the total quality programmes had given them increased opportunities to take advantage of other trends that became evident. Notes that the drive for quality in the USA is epitomised by a profit motive and an efficiency measurement it is the way of developing the business, retaining customers and making the company profitable for employees and shareholders.

Journal

Managing Service QualityEmerald Publishing

Published: Feb 1, 1991

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