Managing Service Quality: An International Journal: Volume 7 Issue 5
Table of contents
Growing the top line: companies should look beyond satisfaction
Chris TaylorStates 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…
Putting customers in the driving seat: building Rover’s brand equity
Peter Jones, Nick Whale, Alan MeekingsReports 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”…
Shotover to quality: the world’s most exciting jet boat ride
Jay Kandampully, Ria DuddyReports 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…
Improving service quality: lessons and practice from the hotel sector
Gavin Eccles, Philip DurandSeeks 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…
Quality in practice ‐ three of the best from Oklahoma
Chris TaylorNotes that across corporate USA, companies are achieving remarkable results against quality, productivity, and customer satisfaction targets. Outside their home town, or state…
Quality in Oregon, USA ‐ the state quality award and its winners
Chris TaylorReveals 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…
Striving for number one: practices from the US banking industry
Kathryn Brown, Brian H. KleinerStates 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…
Managing quality in manufacturing versus services: a comparative analysis
B.G. DALE, K.D. Barber, R.T. Williams, T. van der WieleReveals 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…
Customer service: what’s a smile got to do with it?
Sarah Cook, Steve MacaulayNotes 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”…
Ethics and corporate values ‐ lessons from the US military
Patrick L. Townsend, Joan E. Gebhardt, Pat TownsendEthics in the way organizations go about their business is increasingly important to customers, who are becoming increasingly aware of ‐ and increasingly discriminating against …
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…