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TQM - Total Quality Management

P/OM/67. Theories of service management

WORDS:
2000
DATE:
2006
PRICE:
29.99 GBP

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.

 

KEYWORDS: Service management, Service Profit Chain, SPC, total quality management, TQM,

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