Discover the six keys that unlock the doors to cost-effective quality for the service sector. They will help you and your company increase customer satisfaction.
Service quality is like the Holy Grail. Many companies claim to be making the quest. Few are willing to get on their horses and do the work necessary to find it.
Unline the Holy Grail, however, Service Quality is known to exist.
Excerpt
Quests for quality and beauty are eternal and evasive. Once you think you have found them, perceptions change. (Chapter 2)
Verbal instructions tend to be inconsistent; trying to keep them from changing is like trying to keep drunken drivers from shifting lanes
