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Improving the service quality chain

Improving the service quality chain Describes a research study implementing TQM in the employment services using it on an organisationwide basis, for internal as well as external customers. Suggests a customer profile model. Asserts that the implementation has produced astonishing results and that, by recognising service providers as experts with intimate knowledge of their customers, TQM enables them to contribute directly to the improvement of the quality of their service provision. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/EUM0000000003121
Publisher site
See Article on Publisher Site

Abstract

Describes a research study implementing TQM in the employment services using it on an organisationwide basis, for internal as well as external customers. Suggests a customer profile model. Asserts that the implementation has produced astonishing results and that, by recognising service providers as experts with intimate knowledge of their customers, TQM enables them to contribute directly to the improvement of the quality of their service provision.

Journal

Managing Service QualityEmerald Publishing

Published: Jan 1, 1991

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