Improving service quality: A tale of two operations

Managing Service Quality: An International Journal

Volumn 10, Issue 4, 2000, Pages 227-232

  Longenecker, Clinton O ^a   Scazzero, Joseph A ^a  

^a UNIVERSITY OF TOLEDO   (United States)

Author keywords

Quality; Quality management; Service quality; TQM

Indexed keywords

EID: 84986099489     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520010341591     Document Type: Article

References (8)

1. Deming, W. (1982), Quality and Productivity and Competitive Position, MIT Center for Advanced Engineering Study, Cambridge, MA.
2. Deming, W. (1986), Out of the Crisis, MIT Center for Advanced Engineering Study, Cambridge, MA.
3. Juran, J. (1993), “Made in USA: a renaissance in quality”, Harvard Business Review, July-August, pp. 42-50.
4. Longenecker, C. and Scazzero, J. (1993), “Total quality management from theory to practice: a case study”, International Journal of Quality & Reliability Management, Vol. 10 No. 5, pp. 24-31.
5. Longenecker, C. and Scazzero, J. (1996), “The ongoing challenge of total quality management”, The TQM Magazine, pp. 55-60.
6. Rosander, A.C. (1985), Applications of Quality Control in the Service Industries, Marcel Dekker, New York, NY
7. Tamimi, A and Sebastianelli, R. (1998), “The barriers to total quality management”, Quality Progress, Vol. 31 No. 6, pp. 57-60.
8. Thomson, A. (1999), “Industry output and employment projects to 2008”, Monthly Labor Review, pp. 33-50