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This volume includes the full proceedings from the 1990 Academy of Marketing Science (AMS) Annual Conference held in New Orleans, Louisiana. The research and pr

Providing clear guidance for anyone servicing internal or external customers, this book offers a framework for analyzing and managing quality using a comprehens

Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality p

Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exac