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Volume 6, Issue 1
1 February 1996
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 6, Issue 1
Literature Review| February 01 1996

TQM in service design Available to Purchase

John J. McManus;
John J. McManus
John J. McManus works for London Underground Limited. Iain Hutchinson works for the Cable and Wireless Group
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Iain Hutchinson
Iain Hutchinson
Iain Hutchinson works for the Cable and Wireless Group
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1996
Managing Service Quality: An International Journal (1996) 6 (1): 40–44.
https://doi.org/10.1108/09604529610108135

Looks at definitions of quality in the literature and their appropriateness to TQM in service industries. Discusses the opinions of leading proponents on the cost of quality, the nature of “service”, the measurement of service quality and the importance of leadership in service design. Describes Zeithaml et al.’s model for measuring service performance.

Keywords:
Leadership, Service, Service industries, Service quality, TQM
© MCB UP Limited
1996
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