Measuring quality in a service industry


Task: Measuring Quality in a Service Industry

Quality is measured quantitatively. In manufactured goods, everything is spec'd out by plan and processes must create the components to spec within given tolerances. The final product must do what it is designed to do. Service industries are somewhat different, there is no product and no quantitative specifications. What are some ways that service businesses measure quality? Provide some examples and also discuss this in more general conceptual terms as well.

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Strategic Management: Measuring quality in a service industry
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