Ghobadian, Abby; Speller, Simon; Jones, Matthew - In: International Journal of Quality & Reliability Management 11 (1994) 9, pp. 43-66
The service sector has assumed greater economic importance over the past decade. The latest statistics show that the sector accounts for 60 per cent of the value added in the European Economic Community (EEC). It is estimated that “doing things wrong” typically accounts for between 30 and 40...