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Big Y takes pride in its work

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 April 1991



Discusses how a US supermarket chain, Big Y Foods, proves even part‐timers can be motivated with PRIDE to exceed customers′ evolving expectations. Describes how, from the moment of hiring, employees are encouraged to suggest better ways to do the job of serving the customer. Outlines the steps towards achieving employee involvement, including an introduction to Partnership, Recognition, Involvement, Drive and Excellence (PRIDE), and how this ties in with the quality circle process. Asserts that employee involvement, training and development complement each other, and will motivate employees to seek better ways to create and deliver service and value.



Driscoll, M. (1991), "Big Y takes pride in its work", Managing Service Quality: An International Journal, Vol. 1 No. 4, pp. 209-211.




Copyright © 1991, MCB UP Limited

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