The route to TQM at American Express
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 October 1996
Abstract
Describes how American Express recovered its top position and opened a wide gap between it and its competitors by using the framework American Express quality leadership (AEQL) and recognizing the importance of customer satisfaction.
Keywords
Citation
Vendrig, L. (1996), "The route to TQM at American Express", Managing Service Quality: An International Journal, Vol. 6 No. 5, pp. 45-46. https://doi.org/10.1108/09604529610127107
Publisher
:MCB UP Ltd
Copyright © 1996, MCB UP Limited