Managing Service Quality: An International Journal: Volume 5 Issue 6
Table of contents
From DP department to EDS – it is time for IT departments to consider branding
Garrey MelvilleRecommends that IT departments should give serious attention tobranding to establish a more positive image and to convert the ITdepartment from a corporate overhead into an…
Design to distribution – aiming to be the best of the best
Paul RaffertyExamines D2D (Design to Distribution Ltd), which won the 1994European Quality Award. Discusses its methods for competition andcompany missions, before listing its customers…
TNT – providing customers with solutions to their problems
Alan JonesExamines TNT, the first winner of the UK Quality Award in 1994, andprovides details of its operations. Examines the three main challengeswhich the company faces (innovation…
Troubles with TQM – Pirelli Cables Australia Limited
Patrick DawsonA key strategic objective behind the introduction of TQM centres onensuring employee commitment and participation in continuous processinnovation for the purpose of improving…
Employee morale and its impact on service: what companies do to create a positive service experience
Laurie Jerome, Brian H. KleinerStates that people are vital to the success or failure of services.Companies are now becoming people‐oriented, not profit‐centred,providing training and technology and investing…
Linking leadership behaviours to service performance: do managers make a difference
Allan H. ChurchDiscusses the importance of leadership behaviours in understandingservice quality and organizational performance. After an overview of therelevant issues, presents some research…
TQM and the learning organization
Amrik Sohal, Michael MorrisonQuestions the difference between TQM and organizational learning,including characteristics and problems encountered – states thatTQM is a vehicle for organizational learning. Uses…
Management by objectives – a lesson in commitment and co‐operation
Terry InghamStates that the problem of management by objectives (MBO) isimplementing objectives on the shopfloor or in the office. Describes theSwedish form of MBO, Resultkontrakting…
Dimensions of service quality: a study in Istanbul
Perran AkanInvestigates the elements which contribute to service quality forcustomers of the hotel industry in Istanbul. Examines whether thequality dimensions included in the SERVQUAL model…
The quality gurus – their approaches described and considered
Tony Bendell, Roger Penson, Samantha CarrDiscusses the major contributions of various quality gurus.Highlights the main messages and how principles which originally focusedon the product can now be applied to services…