haku: @indexterm service industries / yhteensä: 657
viite: 218 / 657
| Tekijä: | Berry, L. L. Parasuraman, A. |
| Otsikko: | Prescriptions for a service quality revolution in America |
| Lehti: | Organizational Dynamics
1992 : SPRING, VOL. 20:4, p.5-15 |
| Asiasana: | SERVICE INDUSTRIES QUALITY USA INFORMATION SYSTEMS TRAINING RESPONSIBILITY |
| Kieli: | eng |
| Tiivistelmä: | The dismal state of service quality in America signals an urgent call for revolution. The manifesto encourages service industries to confront entrenched mediocrity at two levels. First, there must be a raising of aspirations for quality and a series of basic attitude shifts. A focus on "quality of goods" must give way to a focus on "quality in everything". At the second level, organizations need action plans that will make ongoing improvement habitual. Five prescriptions for continuous quality improvement are offered: developing a service-quality information system, issuing regular reports on performance, measuring the cost of quality failures, emphasizing individual responsibility, and showcasing excellence. |
SCIMA