Current Topic...

HBOK 1-128

Title Six Service Killers: How to Guarantee Poor Quality Service
Author(s) Mark Brown
Source Journal for Quality and Participation
Topic Listening to Customers

Work Process Management

Abstract Activities that service organizations frequently use to improve service quality.  These programs/actions not only fail to produce sustained high quality service, they often worsen service quality levels.
Access Restrictions ASQ members and journal subscribers
Link for .PDF http://www.asq.org/data/subscriptions/jqp_open/1990/december/jqpv13i6brown.pdf
Link for HTML None
Reference Code 1-128

Add a Comment