Understand how TQM, ISO 9000, the Malcolm-Baldrige Approach, and Six Sigma relate to managing and improving service

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Understand how TQM, ISO 9000, the Malcolm-Baldrige Approach, and Six Sigma relate to managing and improving service quality and productivity

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Services Marketing

ISBN: 9780273756064

7th Edition

Authors: Christopher H. Lovelock, Jochen Wirtz

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