Quality – why do organisations still continue to get it wrong?

Managing Service Quality: An International Journal

Volumn 11, Issue 4, 2001, Pages 241-248

  Dale, B G ^a   Van Der Wiele, A ^b   Williams, A R T ^b  

^a UNIVERSITY OF MANCHESTER   (United Kingdom)

^b ERASMUS UNIVERSITY ROTTERDAM   (Netherlands)

Author keywords

Business failure; Quality; Service quality

Indexed keywords

EID: 84986165633     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520110397959     Document Type: Article

References (10)

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8. National Institute of Standards and Technology (2000), http://www.nist.gov/public-affairs/stockstudy.htm
9. Taguchi, G. (1986), Introduction to Quality Engineering, Asian Productivity Organisation, New York, NY.
10. Zemke, R. and Bell, C.R. (1990), Service Wisdom; Creating and Maintaining the Customer Service Edge, 2nd ed., Lakewood Books, Minneapolis, MN, p. VII.