Chelsom, J.V.; Reavill, L.R.P.; Wilton, J.T. - In: The TQM Magazine 10 (1998) 2, pp. 72-82
Application of the outputs from new technologies, particularly revolutionary new materials, is changing the concept of “total quality”. As a result there will be new dimensions to customer satisfaction in the twenty‐first century, and providers of goods and services need new management...