Skip to main content
Article thumbnail
Location of Repository

Coming to grips with service intangibles using quality management techniques

By David Ballantyne


School of Managemen

Year: 1991
OAI identifier:
Provided by: Cranfield CERES

Suggested articles


  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

To submit an update or takedown request for this paper, please submit an Update/Correction/Removal Request.