TY  - JOUR
AB  - Quality initiatives demand that management and staff share a mutual interest in improving the quality of customer service through continuous improvement. These demands are currently being pursued against a background of organizational restructuring, redundancy and pressures on staff to increase productivity that are inconsistent with promoting a shared interest in improving service quality. Argues that management needs to reflect on the consistency of its actions in relation to the underlying rational of quality initiatives.
VL  - 8
IS  - 5
SN  - 0954-478X
DO  - 10.1108/09544789610146051
UR  - https://doi.org/10.1108/09544789610146051
AU  - Knights David
AU  - McCabe Darren
PY  - 1996
Y1  - 1996/01/01
TI  - “A bridge too far?”: consistent quality initiatives in financial services
T2  - The TQM Magazine
PB  - MCB UP Ltd
SP  - 51
EP  - 55
Y2  - 2024/04/25
ER  -