Viewpoint Behind the facade

Abstract

Discusses whether or not there is any truth in the quality management myth that people really want to behave in a customer responsive manner, but are prevented from doing so by a mixture of influences such as management style, limits of authority, etc. Reinforces the importance of top management example.

Citation

Clutterbuck, D. (1992), "Viewpoint Behind the facade", Managing Service Quality: An International Journal, Vol. 2 No. 6, pp. 317-319. https://doi.org/10.1108/09604529210029579