Managing Service Quality: An International Journal: Volume 10 Issue 5

Economics of quality in a contract pharmaceutical organization

Claudette Cayer, Shari Puddicombe

This paper describes how executive buy‐in was obtained for this quality cost project as being a value‐added initiative, and provides details of the user‐friendly methods that…

A performance index approach to managing service quality

Hsu‐Hao Yang, K.S. Chen

Measuring service performance in an appropriate way has received widespread attention due to the vital role customer service plays in gaining competitive advantages. Since…

Transformation or change: some prescriptions for health care organizations

Steven H. Appelbaum, Lee Wohl

The powerful forces that are transforming healthcare can generate enormous economic potential for those who are able to employ effective survival techniques in the short term and…

Reinforcing professional self‐management for improved service quality

Baird K. Brightman

To improve organization performance and service quality, managers will want to pay attention to the major drivers of professional satisfaction and effectiveness. By providing…

Achieving service excellence – measuring the impact of leadership and senior management commitment

Vas B. Prabhu, Andrew Robson

This paper considers the relationship between leadership strategy and practice and operational performance within the service sector, identifying significant associations between…

TQM implementation: comparing Singapore’s service and manufacturing leaders

Kin Chung Woon

In recent years, total quality management (TQM) has been applied extensively in service organisations. Several studies have been undertaken to compare the TQM implementation…