Managing Service Quality: An International Journal: Volume 3 Issue 3
Table of contents
The basic lessons of change
D. Clutterbuck, D. DearloveArgues that organisations are built around cultural assumptions as much as they are around market assumptions and that an effective service strategy recognises that the two go…
Voluntary sector transitions
R. AstburyConsiders the thousands of organisations in the voluntary sector and explains how such a diverse group of organisations can overcome the hurdles that might stand in the way of…
Caring for more than health
M. FosterDefines total quality management (TQM) and ascertains its current state within the National Health Service. Reports on a recent study of TQM in the NHS that focused on management…
A frank account
C. HendersonReports on recent attempts made at the US Postal Service to tackle cost effectiveness. Outlines thepostmaster′s efforts to streamline the organisation and deliver quality service…
People watching for business
M. WilliamsLooks at problem behaviour among employees in organisations during periods of change. Suggests a number of ways of addressing the issues of problem people that affect…
A fresh light for prison reforms
C. AshtonReviews new reforms being implemented at HM Prison Service under the new director general, Derek Lewis. Discusses the agenda for change, involving, most notably, the privatisation…
Design in the service sector
B. HollinsExplains that an overwhelming cause of product and service dissatisfaction is a lack of understanding of customer requirements. Discusses the role of design and its management in…
A trivial pursuit?
D. LimbrickOutlines a new approach to understanding the impact of service failure and service recovery on customer retention/defection. Reviews current approaches to understanding…
Software support in service
B.W. MillerReports on Great Plains Software′s successful marketing of an accounting software programme. Attributes the company′s successful creation of a niche market to its ability to…
Competing for customers
S. GowansLooks at how competition in the financial services industry looks likely to become more intense overthe next decade as major players fight to gain market share in a relatively low…
Credit where credit is due
M. WilliamsDemonstrates briefly how, rising from the situation of disorder, Sears Financial Services has turneditself around since the late 1980s by concentrating on quality management…