Managing Service Quality
Опубликовано на портале: 09-01-2003Paul 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.