Managing Service Quality: An International Journal: Volume 10 Issue 2

The human face of re‐engineering in financial services

Darren McCabe, David Knights

Managers are increasingly using the term “business process re‐engineering” to rationalise and describe a variety of innovations, irrespective of their content. Programmes of…

Quality in health care: medical or managerial?

Johan Hansson

Explores the notion that the introduction of total quality management (TQM) in the public health care sector indicates a conceptual break with a tradition in which the authority…

Is a critical incident critical for a customer relationship?

Bo Edvardsson, Tore Strandvik

Focuses on the criticality of critical incidents in customer relationships. Aims to discuss the theoretical and practical implications of the notion of “critical” in a critical…

One‐stop‐shop information mall – MTR’s experience

Y.K. Chan, Martin Brown, K. Neailey, W.H. Ip

Following the establishment of the corporate intranet in the MTR Corporation, the departmental intranet for the operations engineering department (OED), known as the OED…

Quality deployment for the management of customer calls

Zeph Yun Chang, Loi Hui Huang, Loi Hui Huang

Customer calls confer accessibility for promoting sales opportunities. It is the key element of a company’s customer service system. Presents a methodology for quality management…

The development of a model for total quality healthcare

Puay Cheng Lim, Nelson K.H. Tang

The rapid changes in the environment have exerted significant pressures on healthcare providers to reassess their strategies. Furthermore, it is a paradox that the best clinicians…

Service quality at the cellar door: implications for Western Australia’s developing wine tourism industry

Martin O’Neill, Steven Charters

Wine tourism has emerged as a growing area of special interest tourism in Australia, and is an increasingly significant component of the regional and rural tourism product of…