Service quality assessment and service process reengineering Online publication date: Thu, 10-Jul-2003
by Hajime Eto
International Journal of Services Technology and Management (IJSTM), Vol. 2, No. 3/4, 2001
Abstract: Learning the successful experiences of total quality management and business process reengineering, and recalling the classic ideas of human rights, citizens' sovereignty and public services, this paper classifies ambiguous concepts of services in the public and private sectors by semantic and judicial case analyses and explores new actors in order to solve administrative and fiscal crises and to promote service innovation. Finally, this paper proposes to apply the quality circle movement to service quality innovation across the public and private sectors.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services Technology and Management (IJSTM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com