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Other Papers on :TQM ƒ Total Quality management

P/OM/67. Theories of service management

(2006, 2000 words)

The paper reviews the theory of service management known as the Service Profit Chain (SPC) discussing the role of customer / employee satisfaction and loyalty, and comparing SPC to the alternative theories, i.e. Total Quality Management (TQM) and Benchmarking.
 
   
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