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Organizations are struggling to improve customer-focused quality in today's highly competitive domestic and global markets. Better design, implementation, and d

Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Impr

Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exac

This volume includes the full proceedings from the 1990 Academy of Marketing Science (AMS) Annual Conference held in New Orleans, Louisiana. The research and pr