Pradeep, Durga Devi; Prabhu, N.R.V. - In: Journal of Applied Management and Investments 1 (2012) 1, pp. 52-58
Quality is the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs. Services Marketing and management refers to a customer-satisfaction-engineering tool whereby various complex issues like design, delivery, encounters, quality,...