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Volume 2, Issue 5
1 May 1992
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 2, Issue 5
Research Article| May 01 1992

Customer obsession

Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1992
Managing Service Quality: An International Journal (1992) 2 (5): 269–274.
https://doi.org/10.1108/09604529210029498

Discusses the Total Quality culture of Harvester restaurants, concentrating on training to achieve the company′s mission of delivering a high quality service to its guests. Outlines the importance of teamwork in the programme, and provides a case study of the executive team, showing how the system works in practice.

Keywords: RESTAURANTS, TQM, CORPORATE CULTURE, CUSTOMER CARE, TRAINING, TEAMWORK
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© MCB UP Limited
1992
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