publication . Article . 1995

Total Quality Service and the Business College

James Perotti;
Open Access
  • Published: 01 Jan 1995 Journal: American Journal of Business, volume 10, pages 19-28 (issn: 1935-5181, Copyright policy)
  • Publisher: Emerald
Abstract
Moving a business college to commit to a total quality service approach is much more difficult than the literature suggests. The commitment to customer satisfaction is the essential focus of total quality service. It is unlikely to occur in business colleges. While small incremental change is readily possible, the values and culture of the faculty and administration prevent the requisite acceptance by the faculty of students as their customers, and acceptance of the faculty as customers of the academic administrators. The payoff for achieving high quality service in businesses and business colleges is the loyalty and gratitude from customers, resulting in ever h...
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Subjects
ACM Computing Classification System: ComputingMilieux_COMPUTERSANDEDUCATION
free text keywords: Business college, Customer satisfaction, Total quality service, Service quality, Customer satisfaction, Public relations, business.industry, business, Marketing, Electronic business, Commit, Loyalty business model, Loyalty, media_common.quotation_subject, media_common, Customer to customer, Total quality management, jel:R00, jel:Z0
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