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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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