TY - JOUR
T1 - Managing service quality
T2 - developing a vision and a strategy
AU - Sohal, Amarik S.
PY - 1994
Y1 - 1994
N2 - Many service sector organizations are currently developing and implementing a quality improvement programme and some have achieved considerable success as a result. Developing a vision and a strategy for managing service quality is vital for competitive advantage. An analysis of customers, competitors and the corporation is necessary in the process of strategy development. In particular, identifying service quality attributes and achieving a balance between these is important. As well as discussing the above, this paper describes how two service companies have successfully adopted the total quality management philosophy to achieve higher levels of customer service, greater employee involvement and greater reduction in costs.
AB - Many service sector organizations are currently developing and implementing a quality improvement programme and some have achieved considerable success as a result. Developing a vision and a strategy for managing service quality is vital for competitive advantage. An analysis of customers, competitors and the corporation is necessary in the process of strategy development. In particular, identifying service quality attributes and achieving a balance between these is important. As well as discussing the above, this paper describes how two service companies have successfully adopted the total quality management philosophy to achieve higher levels of customer service, greater employee involvement and greater reduction in costs.
UR - http://www.scopus.com/inward/record.url?scp=33751089164&partnerID=8YFLogxK
U2 - 10.1080/09544129400000056
DO - 10.1080/09544129400000056
M3 - Article
AN - SCOPUS:33751089164
SN - 0954-4127
VL - 5
SP - 367
EP - 374
JO - Total Quality Management
JF - Total Quality Management
IS - 6
ER -