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Original Research
The design & delivery of quality services: A paradigm shift
Acta Commercii | Vol 2, No 1 | a26 |
DOI: https://doi.org/10.4102/ac.v2i1.26
| © 2002 Copyright Status: Not provided. Contact Holding Institution to verify copyright status. Rights Holder: University of Johannseburg
Submitted: 05 December 2002 | Published: 05 December 2002
Submitted: 05 December 2002 | Published: 05 December 2002
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D. B.H. Smith, Private practice, South AfricaFull Text:
PDF (48KB)Abstract
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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