Service quality in practice a handbook for practitioners

This book is intended as a practical handbook, designed for those who want a guidebook to the total service quality approach. It follows the path laid down by the ISO guidelines, in identifying four stages of service quality: identifying what the customer wants, a process that finishes with the prod...

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Bibliographic Details

Main Author:	Murphy, John A. (John Augustine)
Other Authors:	Farmar, Tony
Format:	Book
Language:	English
Published:	Dublin Gill and Macmillan c1993
Subjects:	Service industries > Quality control Performance standards.
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