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Big Y takes pride in its work

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 April 1991

Abstract

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.

Keywords

Citation

Driscoll, M. (1991), "Big Y takes pride in its work", Managing Service Quality: An International Journal, Vol. 1 No. 4, pp. 209-211. https://doi.org/10.1108/09604529110028689

Publisher

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MCB UP Ltd

Copyright © 1991, MCB UP Limited