Attempts to explain the dimensions of total quality management (TQM) in service systems. There are varied perspectives in conceptualizating, articulating and implementing TQM in a very large number of differentiated service organizations. Aims to synthesize these perspectives and present an example of TQM implementation in a banking system. Proposes a conceptual model for measuring the effectiveness of TQM in service systems.
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Lakhe et al. (1995) studied this question.
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