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Total Quality Management, 2nd Edition by Poornima M. Charantimath

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16

TQM in Services

“The goal as a company is to have customer service that is not just the best, but legendary.”

Sam Walton

Upon completion of this chapter, you will be able to:

  1. Understand the similarities and diff erences between products and services
  2. Explain the classification of services
  3. Define service quality
  4. Measure service quality
  5. Discuss the various models used for improvements in service quality

Introduction

The service sector is an important sector in the world economy today. For instance, more than 60 million people work in the service industry in the USA. The more complex the international economy, the more the services needed to address problems in sectors such as law, health accounting and education, which are some professional ...

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