Putting Service Quality into Gear and
- 1 April 1990
- journal article
- research article
- Published by Taylor & Francis in The Service Industries Journal
- Vol. 10 (2) , 249-265
- https://doi.org/10.1080/02642069000000029
Abstract
How can a service business foster service quality? This article focuses on five important elements of a service quality programme: quality care; customer care; front-line care; communication care and leadership care. Most companies who use these five efforts towards the same goal get results, improved sales through improved customer service encounters and customer satisfaction.Keywords
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