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Keywords: Mass services
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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
... taken this approach including Lovelock[ 23 , 24 ] and Grönroos[ 16 ]. 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...
