Understanding TQM in service systems

Attempts to explain the dimensions of total quality management (TQM) in service systems. There are varied perspectives in conceptualizating, articulating and implementing TQM in a very large umber of differentiated service organizations. Aims to synthesize these perspectives and present an example of TQM implementation in a banking system. Proposes a conceptual model for measuring the effectiveness of TQM in service systems.

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Year of publication:	1995
Authors:	Lakhe, R.R. ; Mohanty, R.P.
Published in:	International Journal of Quality & Reliability Management. - MCB UP Ltd, ISSN 1758-6682, ZDB-ID 1466792-7. - Vol. 12.1995, 9, p. 139-153
Publisher:	MCB UP Ltd
Subject:	Implementation \| Service systems \| TQM

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/02656719510101240 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014801032