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Keywords: Professional service firms
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Journal Articles
International Journal of Quality & Reliability Management (2021) 38 (2): 413–436.
Published: 15 May 2020
...Anupama Prashar Purpose This paper presents an exploratory study to understand the distinctive quality dimensions of high-contact Professional Service Firms (PSFs) and develop a conceptual model for Quality Management (QM). The paper is based on empirical evidences from multiple cases in leading...
Journal Articles
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...
Journal Articles
International Journal of Quality & Reliability Management (1992) 9 (7)
Published: 01 July 1992
..., pp. 264-73. 3. Gummesson, E., "Quality Strategy in Professional Service Firms", working paper presented at the EIASM Workshop on Strategies in Service Industries, 6/7 May 1987, Brussels. 4. de Leeuw, A.C.J., Organisaties: Management, Analyse, Ontwerp en Verandering, Van Gorcum, Assen, 1986. 5. Jansen...
