Managing Service Quality
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Опубликовано на портале: 09-01-2003
Paul Davies
Managing Service Quality.
1992.
Vol. 2.
No. 3.
Reviews the issues of commitment when in the throes of a quality improvement process,
concentrating on the way in which the management team can spread enthusiasm to everyone
else. Outlines the main "commitment" problems as distractions, impatience and the
non-commitment of others. Suggests that gaining and sustaining commitment involves
more than just emotions and attitudes, it must also be understood and planned.
