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Volume 6, Issue 5
1 October 1996
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 6, Issue 5
Case Report| October 01 1996

The route to TQM at American Express Available to Purchase

Lilyan Vendrig
Lilyan Vendrig
Chief Quality Officer, American Express CSG Europe, London, UK
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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 (5): 45–46.
https://doi.org/10.1108/09604529610127107

Describes how American Express recovered its top position and opened a wide gap between it and its competitors by using the framework American Express quality leadership (AEQL) and recognizing the importance of customer satisfaction.

Keywords:
Customer satisfaction, Quality assurance, TQM
© MCB UP Limited
1996
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