Accomplishing not only corporate goals, but also those of the economy as a whole, requires a continuously growing interest towards quality. This interest has evolved constantly from inspection, to control, insurance and, presently, total quality management. The management that is oriented...

In the functional market economy, due to the intense competition, the service suppliers are forced to consider, as far as utility and the tariff of the services are concerned, the needs, requests and expectations of the consumers. This fact is imposed with necessity because the consumers are...