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What Works, What Doesn't and How to Avoid What Doesn't: Total Quality in Service Organizations

Summary: Summary of six month research project
Five successful service quality practices: Give the quality process structure, Involve customers, Continuously communicate the quality message, Train managers to promote empowerment, Integrate TQ with performance management
Pitfalls and how to avoid them

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  • Topics:
  • Keywords: Service quality
  • Author: Warihay, Filomena D.
  • Journal: Journal for Quality and Participation