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Keywords: Mass services
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Journal Articles
International Journal of Quality & Reliability Management (1994) 11 (3): 9–26.
Published: 01 April 1994
..., followed by UK and France. Classification Customers Intangibility Mass services Professional service firms Research Service industries TQM Parts 1 and 2 of this series of papers review the total quality management, service operations and marketing literature to assess any change...
