| Journal Call no. | HD28.H66 |
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| Author | Liao, Peter. |
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| Article Title | Managing quality service through relationship marketing / Peter Liao. |
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| Is Part Of | The Hong Kong manager ; v.30, no.3, May/Jun 1994, p.5-10, illus. |
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| Abstract | The delivery of a service involves direct interaction between the customer and the service delivery system. As a result, the quality perceived by a customer is different from that of a manufactured product. Service and manufacturing organizations differ in the following characteristics : capacity, quality, dispersion of operations and the relationship of marketing and operations. |
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