Talib, Faisal; Rahman, Zillur; Qureshi, M. N. - 2016
Over the last two decades, service organisations have embraced total quality management (TQM) as an effective … management tool to improve their service quality. They have begun to show a keen interest in TQM by working on quality and … understand the theory and concept of TQM, its benefits as well as various facets of service components and its classification …