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Keywords: CONTRACTS
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Journal Articles
Managing Service Quality: An International Journal (1993) 3 (5): 53–56.
Published: 01 May 1993
...L. Davies Reviews the effect of TQM practices implemented in the third‐party contract distribution service industry. Outlines two key service problems that face the industry: identifying the customer and maintaining control at the point of customer interface. Offers solutions to these problems...
Journal Articles
Managing Service Quality: An International Journal (1993) 3 (2): 457–459.
Published: 01 February 1993
...Y. Mathieu Sheds light on the introduction of total quality to public services. Examines the management contract for STIB, Brussels′ transport company. Reviews the four key principles established in drawing up the total quality management contract between STIB and the Brussels region, the terms...
