OTHER
Have a nice day!
Anne Tomes
- Year
- 1993
- Citations
- 48
Abstract
Consumers have increasing expectations of quality. Service organisations have responded by standardisation of their procedures and intensive staff training in ‘robot-like’ behaviour. Anne Tomes questions whether this approach leads to real quality of service.
Keywords
NiceService (business)Quality (philosophy)Computer scienceOperations managementService qualityProcess managementOperations researchBusinessEngineering management
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