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| Author: | Ghobadian, A. Speller, S. Jones, M. |
| Title: | Service quality: concepts and models |
| Journal: | International Journal of Quality & Reliability Management
1994 : VOL. 11:9, p. 43-66 |
| Index terms: | ECONOMIC CONDITIONS CUSTOMERS SERVICE |
| Language: | eng |
| Abstract: | The service sector has assumed greater economic importance over the past decade. The latest statistics show that the sector accounts for 60 per cent of the value added in the European Economic Community. It is estimated that "doing things wrong" typically accounts for between 30 and 40 per cent of a service organization's operating costs. The elimination of this waste and meeting customer expectations are the major challenges facing managers in the service sector. |
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