QUALITY IN SERVICES DROPS

American businesses may be emphasizing product quality, but that has not translated into higher-quality service. According to more than half of 500 executives in a variety of industries, the overall quality of service in America has declined over the last decade. Thirty-nine percent said quality had increased and 9 percent said there had been no change. The survey was conducted by executive search firm Paul Ray & Carr'e Orban International.