Original Research

The design & delivery of quality services: A paradigm shift

D. B.H. Smith
Acta Commercii | Vol 2, No 1 | a26 | DOI: https://doi.org/10.4102/ac.v2i1.26 | © 2002 D. B.H. Smith | This work is licensed under CC Attribution 4.0
Submitted: 05 December 2002 | Published: 05 December 2002

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D. B.H. Smith, Private practice, South Africa

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As result of the increasingly important role information technology (IT) is playing in service provision, less person-to-person contact will in future be made during service provision. Highly skilled specialists will make the remaining contact. Emphasis will shift to speed of delivery, with logistics playing an important role. The designers of services must take these factors into account if they wish to design quality services.


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