A key to TQM benefits: Manager involvement in customer processes

International Journal of Services, Technology and Management

Volumn 4, Issue 1, 2003, Pages 14-29

  Yeung, Vincent W S ^a   Armstrong, Robert W ^b  

^a HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

^b UNIVERSITY OF NORTH ALABAMA   (United States)

Author keywords

Customer satisfaction; Hong Kong; Manager involvement; Paradigm shift; TQM

Indexed keywords

CUSTOMER SATISFACTION; ECONOMICS; MANAGERS; MARKETING; SOCIETIES AND INSTITUTIONS;

MANAGER INVOLVEMENT; PARADIGM SHIFT;

TOTAL QUALITY MANAGEMENT;

EID: 1342306019     PISSN: 14606720     EISSN: None     Source Type: Journal    
DOI: 10.1504/IJSTM.2003.002568     Document Type: Article

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