Technical Note: New developments in service operations management
by Mary A. Tinkham, Brian H. Kleiner
International Journal of Materials and Product Technology (IJMPT), Vol. 7, No. 3, 1992

Abstract: Declining consumer satisfaction and increasing foreign competition have forced the service industry to find new ways to remain competitive. Improving service quality is the first step. The focus of this paper is to discuss the reasons service quality is difficult to control, methods to increase the control of services by improving the service system and, finally, ways top managers can avoid the four common flaws made in service performance and improve service quality.

Online publication date: Thu, 04-Nov-2010

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