| Article ID: | iaor1994127 |
| Country: | United Kingdom |
| Volume: | 6 |
| Issue: | 1 |
| Start Page Number: | 30 |
| End Page Number: | 32 |
| Publication Date: | Jan 1993 |
| Journal: | OR Insight |
| Authors: | Tomes A. |
| Keywords: | quality & reliability |
Consumers have increasing expectations of quality. Service organisations have responded by standardisation of their procedures and intensive staff training in ‘robot-like’ behaviour. This article questions whether this approach leads to real quality of service.