Explains that, as global competition changes the expanding service sector, quality will play an increasingly pivotal … role in both attracting and retaining service customers. Reveals that research into service quality has addressed two … important dimensions: promoting quality through the design of improved service systems; and searching for reliable instruments …

Six sigma is a way to measure the probability of manufacturing a product or creating a service with zero defects …. The information presented is based on actual studies conducted for a high‐tech manufacturing company in the USA during …

might be avoided by applying a service quality model to manufacturing. Examines the differences between service and …Suggests that, in many cases, where formerly excellent manufacturing companies have suffered a decline in their … manufacturing operations and highlights the difficulties which manufacturing companies have in being close to their customers …