Evolvement of Quality Profiles in Swedish Service Organizations

Introduction Successful organizations in Japan have, for decades, influenced many western companies to adopt quality management. It has been used to improve organizational performance, first at the manufacturing floor to ensure product quality and later on in all parts of the organization not only in manufacturing firms but also in service organizations (Gustafsson et al., 2003). Dramatic changes take place in the service sector, which influence the way we live and work (Edvardsson, et al., 2006). New services are continually being launched to satisfy our existing and future needs. To be helpful for service organization facing this situation, quality management needs to be flexible to service activities since it influences the customer and their expectations (Lemak and Reed, 2000).

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