Managing Service Quality: An International Journal: Volume 7 Issue 5

Subject:

Table of contents

Growing the top line: companies should look beyond satisfaction

Chris Taylor

States that companies have in many cases downsized to the degree of corporate anorexia. They cannot cut costs further, but need to make money. The only route is to increase sales…

477

Putting customers in the driving seat: building Rover’s brand equity

Peter Jones, Nick Whale, Alan Meekings

Reports that product or service features in today’s fast‐moving markets, that seemed distinctive and attractive yesterday may turn into little more than “hygiene factors”…

1087

Shotover to quality: the world’s most exciting jet boat ride

Jay Kandampully, Ria Duddy

Reports that tourism today is a global business in which the competition and the customers span international boundaries. Replication of tourism products and services in this…

376

Improving service quality: lessons and practice from the hotel sector

Gavin Eccles, Philip Durand

Seeks to review recent practice undertaken within the UK hotel sector to improve customer service, and suggests ideas that could be implemented within service industries. At a…

6691

Quality in practice ‐ three of the best from Oklahoma

Chris Taylor

Notes that across corporate USA, companies are achieving remarkable results against quality, productivity, and customer satisfaction targets. Outside their home town, or state…

597

Quality in Oregon, USA ‐ the state quality award and its winners

Chris Taylor

Reveals that in common with many US states, Oregon has its own quality award programme ‐ one of several across the USA familiarly described (in a manner which fails to do them…

202

Striving for number one: practices from the US banking industry

Kathryn Brown, Brian H. Kleiner

States that the financial services industry has become one of the USA most visible players in the tough, new competitive era. What worked for corporations in the past has been…

1528

Managing quality in manufacturing versus services: a comparative analysis

B.G. DALE, K.D. Barber, R.T. Williams, T. van der Wiele

Reveals that the majority of those writing on the subject of managing quality in a service environment argue that this is more difficult than in manufacturing. Tries to redress…

2336

Customer service: what’s a smile got to do with it?

Sarah Cook, Steve Macaulay

Notes that good service delivery has come a long way from “smile training”, but many managers are left wondering whether they should put emphasis on the “hard” or the “soft”…

3454

Ethics and corporate values ‐ lessons from the US military

Patrick L. Townsend, Joan E. Gebhardt, Pat Townsend

Ethics in the way organizations go about their business is increasingly important to customers, who are becoming increasingly aware of ‐ and increasingly discriminating against …

1064

Keep your market definitions up to date ‐ or risk losing your customers

Milind M. Lele

“Our market is everyone living North of Main Street and East of Broad”. This sentence graphically describes a common problem: “framing” markets incorrectly, defining them…

706

ISSN:

0960-4529

Online date, start – end:

1991 – 2014

Copyright Holder:

Emerald Publishing Limited