Managing Service Quality: An International Journal: Volume 7 Issue 2

Baldrige winners learn that quality really does pay

Chris Taylor

Reviews the current state of the US‐based Malcolm Baldrige National Quality Award scheme and poses the question: who wins as quality improves? Outlines a number of arguments for…

Profiles of the 1996 Baldrige Quality Award winners

Chris Taylor

Four Baldrige Awards were awarded in 1996. Offers brief profiles of each of the four winning companies, together with some insights into their journey towards excellence.

The UK Quality Award ‐ the 1996 winners and runners‐up

Chris Taylor

Considers the UK Quality Award and its progress since its launch just over three years ago, and reflects on what it has achieved in that time. Provides a profile of the two 1996…

Winning customer ownership ‐ the Jaeger service excellence story

Doug Duffin

Fashion retailer Jaeger is an award winner for customer service. Looks at the background of the company, how that led up to a focus on customer satisfaction, and the efforts �…

How Israeli hotel chain ISROTEL developed its service guarantee

Nir Donath

Describes an attempt in Israel to put a “product” emphasis on a service environment, through offering guests on a vacation a service warranty that they will provide a “perfect…

Firms should give loyalty before they can expect it from customers

Jay Kandampully

Argues that, effectively, customers will give as good as they get. Puts forward the arguments why this should be the case, and why the main catalyst ‐ ever keener competition �…

Super sales ‐ how top performers manage the seller/client interface

Forum Europe Ltd

As technology and organizational structures grow more complex, the struggle for product differentiation intensifies, and customers become product experts, companies can no longer…

Can a leopard change its spots? ‐ seeking quality in financial services

David Knights, Darren McCabe

Argues that, in the world of financial services, many managers find the transition from traditionalist to team player a difficult challenge. Yet quality initiatives demand a…

Quality improvement in a safety, engineering and management consultancy ‐ Part 2

H.G. Harte, B.G. Dale

Examines an approach for introducing total quality management (TQM) in a small safety, engineering and management consultancy. The assessment of the organizational climate using a…