title: Now quality means service too.
abstract: In the latest phase of the quality campaign, managers are discovering that the point is not only to satisfy but also to delight the customer. Just ask IBM or Federal Express.
authors: F
authors: F
authors: Rose
mesh_terms: D003258:Consumer Behavior; D006777:Hospitals, Proprietary / Q000458:organization & administration; D007221:Industry / Q000458:organization & administration; D009096:Multi-Institutional Systems / Q000458:organization & administration; D011785:Quality Assurance, Health Care / Q000458:organization & administration*; D014481:United States