International Journal of Service Industry Management: Volume 5 Issue 3
Table of contents
Professional Service Firms and Total Quality Management:A Good Fit?
John Haywood‐Farmer, Jean NolletA recent managerial trend is the move towards total quality management(TQM) in all economic sectors: manufacturing, service, public and nowthe professional services. Successful…
A Management Control Model Based on the Customer Service Process
Hakan Kullven, Jan MattssonArgues that traditional models of management control are in manyrespects inadequate for service operations. As the result of a casestudy on a company engaged in mobile telephony…
Business Process Re‐engineering: An Example from the Banking Sector
Roger Maull, Stephen ChildeInvestigates the current literature surrounding business processre‐engineering (BPR). Defines BPR and distinguishes betweenre‐engineering and other change programmes. Sets out a…
Service Firm Location Decisions: Some Midwestern Evidence
Roger W. SchmennerUsing survey returns from 926 service operations of all types from fivestates of the American Midwest, provides insight on what drives theirlocation choices. The location decision…
Relational Exchange in Services: : An Empirical Investigation of Ongoing Customer Service‐provider Relationships
Donald J. Shemwell, J. Joseph Cronin, William R. BullardUsing primary care physicians, automobile mechanics and hairstylists asthe analysed industries, highlights the importance of relationships inthe marketing of services. Two key…