Jahnke, Bernd; Bächle, Michael; Simoneit, Monika - In: International Journal of Quality & Reliability Management 12 (1995) 9, pp. 76-99
When trying to establish quality management in a service industry one is confronted with a particular set of problems due to the distinctive characteristics of service processes. Describes the assessment procedure for service processes using a case study obtained from the sales department of a...