Discusses the concept of “attitude” as the reason why some quality initiatives fail and some succeed and states that successful change requires both passion and systems. Outlines the analysis of people′s behaviour in organizations, highlighting the necessity of demonstrating a relationship between behaviour and performance. Details three general approaches to change in service organizations, calling them “customer fizz”, “education for all” and “procedures”. Relates the impact of leadership on quality and service programmes, concentrating on the shift from attention to output to attention process. Looks at statements of mission, inter‐unit relations, structure and systems and procedure. Suggests that intelligent leadership requires action as a result of analysis.
Seddon, J. (1992), "A successful attitude", Managing Service Quality: An International Journal, Vol. 2 No. 2, pp. 81-84. https://doi.org/10.1108/09604529210029092
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