...; and an organizational learning dimension concerned with management styles, corporate culture, structure, and information flows. Explores in addition three elements necessary for effective customer service training implementation. Customer service Organizational learning TQM Training The second training...

... Service quality TQM With the establishment of the Malcolm Baldrige Award in 1986 and the ISO 9000 standards in 1988, corporate interest in product quality increased. Many firms acted to alter their corporate structures and make their management cultures more quality oriented. Measures were...