Improving service quality in the global economy: Achieving high performance in public and private sectors

Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors

Volumn , Issue , 2005, Pages 1-432

  Milakovich, Michael E ^a  

^a NONE

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Indexed keywords

EID: 85122226949     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.1201/9781420031133     Document Type: Book

References (12)

1. W. Edwards Deming, Joseph Juran, or Philip Crosby can find summaries in Chapter 2 and Chapter 3 of this book.
2. Frederick W. Taylor, The Principles of Scientific Management (New York: Norton, 1967)
3. Robert Kanigel, One Best Way: Frederick Winslow Taylor and the Enigma of Efficiency (New York: Viking Press, 1997).
4. Corinne N. Johnson, College and university programs in quality, Quality Progress, Vol. 35, No. 10, October, 2002, pp. 33-43.
5. Karen Bemowski, Restoring the pillars of higher education, Quality Progress, Vol. 24, No. 10, October 1991, pp. 36-42
6. Axland, Suzanne. A higher degree of quality, Quality Progress, October 1992, pp. 44-61.
7. Gitlow, Howard S. et al., Quality Management, 3rd ed., (Homewood, IL: Dow Jones-Irwin, 2005, p. 18).
8. Zografos, Kostas G., Integrating total control and QA concepts in construction project planning, unpublished research paper, University of Miami Department of Civil Engineering, June 1990.
9. Gitlow, Howard S., Gitlow, Shelly, Oppenheim, Alan, and Oppenheim, Rosa, Tools and Methods for the Improvement of Quality, Homewood, Illinois: Irwin, 1989, p. 15.
10. Frank M. Guyna, Associate Editor, 8th edition, New York: McGraw-Hill, 1999.
11. Kenichi Ohmae, Quality Control Circles: They Work and Don't Work, Wall Street Journal, March 29, 1982.
12. Patrick L. Townsend with Joan E. Gebhardt, Commit to Quality (New York: John Wiley and Sons, 1990).