Puga Leal, Rogério; Lopes Pereira, Zulema - In: International Journal of Quality & Reliability Management 20 (2003) 6, pp. 646-663
Empirical research on quality improvement in service organisations has been growing in recent years but it still lags behind the developments observed in manufacturing. It has been generally recognised that more research is needed in the field, especially with regard to the application of...