Managing Service Quality: An International Journal: Volume 9 Issue 6
Table of contents
Organizational transformation for service excellence in a public hospital in Hong Kong
William HoKwong Wah Hospital was founded by the charity organization, Tung Wah Group of Hospitals, some 88 years ago, with management transfer to the Hong Kong Hospital Authority in 1991…
Energizing the business – creating business excellence in a service based electrical utility
Joan Henderson, Rodney McAdam, Edel O’ NeillNorthern Ireland Electricity is the largest listed plc in Northern Ireland. This article describes how the organization has managed its approach to total quality management since…
Better safe than service? The relationship between service and safety quality in the US airline industry
Dawna L. Rhoades, Blaise WaguespackThe public perception is that service quality among US airlines has declined significantly since deregulation, however, there is debate among experts on the effect of deregulation…
Customer‐oriented service development at SAS
Fredrik Ekdahl, Anders Gustafsson, Bo EdvardssonThe airline industry will be going through dramatic changes in the years to come. This is due foremost to altered customer demands and expectations but also to deregulation of the…
Small service firms – creating value through innovation
Damian Hine, Neal RyanThe debate over the innovative role of small firms has largely been resolved. However, researchers have yet to establish the basis for some small firms being more innovative than…
An innovative framework for health care performance measurement
Puay Cheng Lim, Nelson K.H. Tang, Peter M. JacksonToday, hospitals not only have to contend with the dynamics of regulation and market forces but most importantly “service quality”. Service quality is a measure of how well the…
Student focused design and improvement of university courses
Pia Sandvik Wiklund, Håkan WiklundCustomer satisfaction has become a key factor in the strategic work of many universities towards the increasing competition regarding student recruitment. This paper presents a…