Managing Service Quality: An International Journal: Volume 9 Issue 1

Total service quality management

V. John Peters

The purpose of this paper is to discuss service quality and total quality management as a business strategy designed to add value to customers. It begins by discussing the roots…

Effective quality assurance in the personal investment industry: part 2 ‐ a way forward?

John Groocock

This paper is a response to a consultative document by the Personal Investment Authority (PIA), the UK financial services industry regulator. Part 1 of this paper examined if the…

ISO 9000 quality assurance in an extreme situation: quality management in a home for multi‐handicapped

Bøje Larsen, Tord Häversjö

Although the latest Mobile Oil survey tells us that more than 200,000 accredited ISO 9000‐family certificates have been issued world‐wide up to September 1997, few of these have…

Quality customer service: strategic advantage for the Indian steel industry

Gautam Sinha, Taposh Ghoshal

Over the years, with the increasing competition of the marketplace, the distinction between manufacturing and service industries is getting blurred. The core, manufactured…

Achieving service excellence: a new Japanese approach versus the European framework

Masoud A. Azhashemi, Samuel K.M. Ho

Presents the Japanese initiative of total integrated management and identifies the multiple factors which can influence management quality and business performance in…

Making the difference: quality strategy in the public sector

Mike Donnelly

This paper explores some of the complexities of the public sector as they relate to the formation of strategy for the management of quality. Key issues analysed include the…

Managerial feedback, organizational values and service quality

Ronald J. Burke

This research examined relationships between levels of job‐related managerial feedback, developmental climate, cultural values, job satisfaction and quality of service and…

Assessing service management effectiveness in a health resort: implications of technical and functional quality

Ronald James Ferguson, Michèle Paulin, Charles Pigeassou, Romain Gauduchon

This study assessed the technical (tangible) and functional (human interaction) quality of services in a first‐class international health resort and related these to service…