Title
Enhancing Customer Orientation of Service Delivery Systems: An Integrative Framework
Document Type
Article
Publication Date
6-1-1999
Description
To streamline and improce their service delivery systems, service organizations have much to learn from their manufacturing counterparts in the use of quality and process improvement tools. The purpose of this article is to present a practical framework which integrates these tools in order to enhance the efficiency and customer orientation of service delivery systems. Two examples are used to illustrate the application of the framework. Also practical guidelines to facilitate the implementation of the proposed framework are offered.
Citation Information
Yasin, Mahmoud M.; and Yavas, Ugur. 1999. Enhancing Customer Orientation of Service Delivery Systems: An Integrative Framework. Managing Service Quality: An International Journal. Vol.9(3). 198-203. https://doi.org/10.1108/09604529910267109 ISSN: 0960-4529