Managing Service Quality: An International Journal: Volume 10 Issue 4

Institutionalising customer‐driven learning through fully integrated customer feedback systems

Jochen Wirtz, Monica Tomlin

Most companies understand the importance of complaint handling, customer satisfaction measurement and service recovery, and many firms have systems and procedures to do at least…

Designing and installing a performance measurement system within a professional society – a case study

Marla Hacker, Karen Garst

Performance measurement is now commonplace in the private sector. The early focus on financial results has expanded to include measurement of customer satisfaction, business…

Improving service quality: a tale of two operations

Clinton O. Longenecker, Joseph A. Scazzero

At two different warehousing/distribution facilities of the same organization, workers were surveyed about their experiences with the company’s TQM program. The facilities were…

Statistical process control: an essential ingredient for improving service and manufacuring quality

Ben Mason, Jiju Antony

Many organizations in the UK are still learning about the implementation and use of total quality management (TQM) techniques such as statistical process control (SPC), even…

Erratum

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/09604520010336669. When citing the…

Developing, implementing and transferring lean quality initiatives from the aerospace industry to all industries

Dennis F.X. Mathaisel, Clare L. Comm

Japanese companies, particularly Toyota, first began building quality into their products and becoming lean. Consequently, researchers associated with the international motor…

Developing a quality index for US airports

Dawna L. Rhoades, Blaise Waguespack, Seth Young

This paper addresses efforts to design a quantitative index of characteristics and factors that comprise quality in airport facilities and operations from the perspective of all…