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Volume 1, Issue 5
1 October 1991
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 1, Issue 5
Research Article| October 01 1991

Improving service delivery

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Colin Armistead
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G. Clark
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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 (5)
https://doi.org/10.1108/09604529110028814

Outlines a workshop approach to evaluating service delivery in order to improve customer service, as well as developing a service strategy and designing delivery systems consistent with this strategy. Describes the tools used in the workshop ‐ particularly the ′Service Triangle′. Sums up the benefits of such a workshop in evaluating service delivery.

Keywords: COMPETITIVE ADVANTAGE, COMPETITIVE STRATEGY, CUSTOMER SERVICE, SERVICE QUALITY
© MCB UP Limited
1991
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