TRAINING FOR QUALITY SERVICE

Abstract

It is interesting to see how the concept of quality service has changed over the past fifteen years. Not long ago, quality was nearly synonymous with luxury and personalised service, but this is no longer the case. We now know that quality can exist at all levels of price and service. The work of several writers has led to a reconceptualisation of quality and how it is regarded by the customer. Quality should be defined in terms of customer expectations.

Citation

Watson, P.J. (1988), "TRAINING FOR QUALITY SERVICE", Journal of European Industrial Training, Vol. 12 No. 2, pp. 20-23. https://doi.org/10.1108/eb014247