Quality Management and internal marketing as competitive factors for services enterprises: The cases of service basque enterprises with avant-garde management

Autor:	M.ª SOLEDAD AGUIRRE GARCÍA, M.ª GLORIA APARICIO DE CASTRO
Jazyk:	English<br />Spanish; Castilian
Rok vydání:	2002
Předmět:	Services Marketing Internal Marketing Total Quality Management EFQM excelence model Commerce HF1-6182
Zdroj:	Management Letters/Cuadernos de Gestión, Vol 2, Iss 2, Pp 27-49 (2002)
Druh dokumentu:	article
ISSN:	1131-6837 1988-2157
Popis:	In this paper, we explain and partially proof (with the analysis of some cases of Basque companies), that for the services companies, the quality and more especifically, the management of quality based on the principles of the philosophy of Total Quality Management, and gathered in models as EFQM of excellence, is the essential way of differentiation, competitiveness and getting customers loyalty. The Total Quality Management also shows the essential paper that in the competitiveness of the services companies has Internal Marketing.
Databáze:	Directory of Open Access Journals
Externí odkaz:	https://doaj.org/article/dd6d1f7139ad4e128cd2126361179a13 Zobrazit plný text záznamu View record in DOAJ