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Keywords: Customer‐oriented performance measures
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Journal Articles
A federal expression of success
Available to Purchase
Managing Service Quality: An International Journal (1993) 3 (1): 391–393.
Published: 01 January 1993
... of service quality indicators. Finally, stresses the role of customer partnership in maintaining TQM. © MCB UP Limited 1993 Customer‐oriented performance measures Partnering Rewards Service quality TQM A federal expression Profit - effective people, excel lent service and loyal customers...
Journal Articles
Power of change
Available to Purchase
Managing Service Quality: An International Journal (1992) 2 (3): 139–141.
Published: 01 March 1992
...‐oriented procedures and recording process/measuring success. Suggests that the customer‐oriented culture is a fundamental feature of achieving continuous improvement in service quality in an environment of changing market conditions. © MCB UP Limited 1992 Customer‐oriented performance measures...
