Stand out from the crowd
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 May 1993
Abstract
Explains the steps the Nationwide Building Society has taken to improve the management of customer relations. Argues that to gain an edge on its competitors, the most important aspect of the qualityprogramme looked into how to be different from the rest. Lays out the quality programme in stages.
Keywords
Citation
Ritchie, K. (1993), "Stand out from the crowd", Managing Service Quality: An International Journal, Vol. 3 No. 5, pp. 21-26. https://doi.org/10.1108/EUM0000000003187
Publisher
:MCB UP Ltd
Copyright © 1993, MCB UP Limited