Master of Science - Research
Faculty of Commerce
Yilmaz, Iḃrahim Hakan, Implications for total quality management practices of critical service intangibles, Master of Science - Research thesis, Faculty of Commerce, University of Wollongong, 1996. http://ro.uow.edu.au/theses/2874
This study addresses the critical service intangibles of a long-term relationship between Company A and a major Australian bank. It employs service quality, organisational buying behaviour and organisational culture perspective in approaching issues of total quality. The results of this explorative study reveal that an appropriate diagnosis of intangibles can contribute to the understandings of the relationship and consequently enhance the credibility of organisational decisions.