Managing Service Quality: An International Journal: Volume 8 Issue 5

Service quality in the US airline industry: progress and problems

Dawna L. Rhoades, Blaise Waguespack, Eric Treudt

After over a decade of cost cutting, US airlines are turning their attention to issues of quality. This study examined the service quality of 26 US airlines for the period…

Analysing employee attitudes towards ISO certification

Hannah Koo, L.C. Koo, Fredrick K.C. Tao

Employee attitude has often been neglected in most quality endeavors. Both consultants and management hurry to get the project done and omit to measure and manage the soft aspects…

Implementing quality initiatives in the human resources department of a hospital: a case study

David Moody, Jaideep Motwani, Ashok Kumar

This paper examines the implementation of the principles of total quality management (TQM), benchmarking, and productivity in the human resource function of a hospital located in…

Customer care versus customer count

David Clutterbuck, Walter Goldsmith

Discusses case examples from organizations which reveal a customer focus. Examples cover retail, airlines, manufacturing and service firms. Places service and quality of service…

Continuous improvement in public services ‐ a way forward

Adrienne Curry, David Herbert

There are a number of approaches to service quality. Rather than discussing their individual merits and demerits, it is perhaps more fruitful to look to their integration and the…

IT to support service quality excellence in the Australian banking industry

Beverley Lloyd‐Walker, Yen Ping Cheung

Competitive advantage in the service industry is achieved through superior customer service. This paper looks at the ways in which IT is being used to support superior quality…

Best predictors of quality performance in Australian service organisations

Milé Terziovski, Alison Dean

This paper is based on a cross‐sectional study of 550 medium to large Australian service organisations to determine the effect of quality management practices on various…

A learning team approach for service organizations to achieve TQM and beat the competition

Mike Fung

Almost every service organization wants to achieve TQM and beat the competition. This article shows the learning team approach to help achieve a learning organization and achieve…