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Volume 2, Issue 4
1 April 1992
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 2, Issue 4
Research Article| April 01 1992

Viewpoint Have British managers ignored the quality message again? Available to Purchase

David Lawson
David Lawson
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1992
Managing Service Quality: An International Journal (1992) 2 (4): 189–190.
https://doi.org/10.1108/09604529210029317

Explores the findings of a recent survey which suggests that British managers have the wrong priorities when setting targets for quality management. Compares British business with Japanese in respect of customer service.

Keywords:
CUSTOMER CARE, QUALITY MANAGEMENT, MANAGERS, PRIORITY RULES, JAPAN
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© MCB UP Limited
1992
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