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Volume 1, Issue 4
1 April 1991
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Managing Service Quality
Managing Service Quality Cover Image for Volume 1, Issue 4
Review Article| April 01 1991

Not just a job

KAY FOSTER
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1991
Managing Service Quality: An International Journal (1991) 1 (4): 223–227.
https://doi.org/10.1108/eb006137

In a service business, quality is a function of the customer's perception of the service delivery. To help British Airways improve its service quality, the company is concentrating its training effort on the front‐line staff — the Cabin Crew — to the mutal benefit of both staff and customers.

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© MCB UP Limited
1991
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