A retrospective commentary on the article "new tools for achieving service quality"

Cornell Hotel and Restaurant Administration Quarterly

Volumn 42, Issue 4, 2001, Pages 39-46

  Lovelock, Christopher ^a  

^a YALE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 23844553704     PISSN: 00108804     EISSN: None     Source Type: Journal    
DOI: 10.1177/0010880401424003     Document Type: Article

References (2)

1. One high-profile advocate was Philip Crosby, author of the best seller, Quality Is Free (New York: New American Library, 1979).
2. Christopher H. Lovelock, Managing Services: Marketing, Operations, and Human Resources, second edition (Englewood Cliffs, NJ: Prentice-Hall, 1992).