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Total Quality Management : A Model for Enhancing Service Quality

Εκτύπωση σελίδας

This paper addresses the application of Total Quality Management (TQM) to improve the level of service quality being provided by organizations today. A model is presented that identifies tasks a service firm should complete in adapting a TQM approach to continuous quality improvement. Implications and recommendations are also examined regarding the application of TQM to service organizations


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