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- W2093007941 abstract "Quality initiatives demand that management and staff share a mutual interest in improving the quality of customer service through continuous improvement. These demands are currently being pursued against a background of organizational restructuring, redundancy and pressures on staff to increase productivity that are inconsistent with promoting a shared interest in improving service quality. Argues that management needs to reflect on the consistency of its actions in relation to the underlying rational of quality initiatives." @default.
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- W2093007941 date "1996-10-01" @default.
- W2093007941 modified "2023-09-28" @default.
- W2093007941 title "“A bridge too far?”: consistent quality initiatives in financial services" @default.
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- W2093007941 doi "https://doi.org/10.1108/09544789610146051" @default.
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