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Keywords: Intangibility
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Journal Articles
Total Quality Management in Services: Part 1: Understanding and Classifying Services
Available to Purchase
International Journal of Quality & Reliability Management (1994) 11 (3): 9–26.
Published: 01 April 1994
... and empirical ways in which services have been categorized to classify the range of services. Resolves subjective assessment of labour intensity, contact, interaction, tailoring,intangibility, and recipient into five groups –personal, shop,professional, mass and factory services – which partially confirms...
