This paper seeks to illuminate how the emphasis on quality dimensions differs in service firms dependent on the size of their back-room activity. It examines how that emphasis differs with Quality Certification (QCert). The research examines the relative importance attached by the chief...

The article examines the usage and relative importance of quality measurements in the UK’s largest service companies. The authors analyse the relationship of both internal and customer-based quality measurements to the importance placed on accreditation to an ISO 9000 standard. The effect of...