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Coming to grips with service intangibles using quality management techniques

By David Ballantyne

Abstract

School of Managemen

Year: 1991
OAI identifier: oai:dspace.lib.cranfield.ac.uk:1826/348
Provided by: Cranfield CERES

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Citations

  1. (1984). Designing Services that Deliver*, Harvard Business Review, January-February
  2. Juran on Leadership /or Quality, doi
  3. (1990). Managing Quality, Hemel Hempstead, Phillip Allan/Simon and Schuster,.
  4. (1982). Out of the Crisis, Massachusetts Institute of Technology,
  5. (1988). Service Quality and Product Quality Combined’, doi
  6. (1984). Services Marketing is Different’ in LOVELOCK, C H, Services Marketing, Prentice-Hall, Englewood Cliffs, doi
  7. (1986). Statistical Process Control,
  8. (1982). The Incline of Quality’, Harvard Business Review,
  9. (1990). The Potential for the Application of Taguchi Methods of Quality Control in British Industry’,
  10. (1989). Total Quality Management, doi

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