New developments in service operations management
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Abstract
Discusses the reasons why service quality is difficult to control, methods to increase the control of services by improving the service system, and ways in which top managers can avoid flaws made in service performance, and improve service quality. Argues that management must follow the example set by top service performers and become equally committed to improving quality.
Keywords
Citation
Tinkham, M.A. and Kleiner, B.H. (1993), "New developments in service operations management", Work Study, Vol. 42 No. 1, pp. 16-19. https://doi.org/10.1108/EUM0000000002691
Publisher
:MCB UP Ltd
Copyright © 1993, MCB UP Limited