Improve service by acting small Academic Article uri icon


  • Can businesses that deliver services through multiple distribution points significantly improve their reputations for quality? Yes, but these businesses must overcome the common perception that chain operations do not care about quality as much as locally-owned firms. Explores the idea of large companies acting like small ones to improve their quality reputation. © 2001, MCB UP Limited

author list (cited authors)

  • Berry, L. L.

citation count

  • 10

publication date

  • April 2001