Development and validation of a total-quality-management-for-service (TQMS) model.
The empirical study gives support to the strong mediating role of a customer-focused culture. The key determinants of perceived service quality are epitomized in the 'golden triangle' of Visionary Leadership, Customer Focus and Quality People. Visionary leadership does not exert direct eff...
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| Format: | Others |
| Language: | English Chinese |
| Published: |
2002
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| Online Access: | http://library.cuhk.edu.hk/record=b6073927 http://repository.lib.cuhk.edu.hk/en/item/cuhk-343103 |