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"Researchers looking for a wide-ranging collection of entries on the intersections and overlap between quality management and the service economy will find this Encyclopedia useful. The entries would also be useful as readings for faculty looking to provide a good overview of these topics to their students.
"In the introduction, the editor, Su Mi Dahlgaard-Park, Lund University, provides an historical overview of quality control as it was first applied in the manufacturing industry to its adoption in the services industry. Article contributors are from universities spanning the globe. Over 230 diverse topics are covered in an A-Z format, many of which reflect the changing digital environment: Blog, E-Business Models, Electronic Word of Mouth (eWOM), Google, Online Consumer Behavior, Wikipedia, etc... Recommended for academic and large research libraries."
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