A Framework for Developing a Quality Strategy in a Customer Processing Operation
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 1 April 1987
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.
Keywords
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
Publisher
:MCB UP Ltd
Copyright © 1987, MCB UP Limited