Strategies for Service Quality
International Journal of Health Care Quality Assurance
ISSN: 0952-6862
Article publication date: 1 April 1995
Abstract
Recent years have highlighted the emphasis placed on quality. It is a word often heard around many an organization, but can mean different things to different people.The Japanese have certainly jumped on the bandwagon with vigour, and have tried to include total quality in almost everything they do, looking increasingly to improve their processes at every conceivable stage. Recent emphasis has been heavily placed on product reliability, thus ensuring that the final product does not let the customer down. Quality in this instance quite simply refers to the processes leading up to the end product itself. This can throw up even more tantalizing questions, such as trying to decide what your actual product is. Am I, for example, selling you, the reader, the actual journal or the information contained within? Does quality mean to you, therefore, the quality of the cover, the paper, and the print, or is it the quality of the information, or indeed both. This issue of IJHCQA, will hopefully go some way towards answering these types of questions, and take a closer look at a number of “strategies for service quality”.
Citation
Fojt, M. (1995), "Strategies for Service Quality", International Journal of Health Care Quality Assurance, Vol. 8 No. 4, pp. 1-41. https://doi.org/10.1108/09526862199500001
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited