Decision Sciences Volume 35 Number 3 Summer 2004 Printed in the U.S.A. Evaluating the Deming Management Model of Total Quality in Services∗ Thomas J. Douglas and Lawrence…
Slide 1 Chapter 12 Defining and Measuring Service Quality Slide 2 Chapter Objectives 2 ©2011 Cengage Learning. All rights reserved. Discuss the differences and the similarities…
Table of Contents Executive Summary ................................................................................................................................. 1 Introduction…