Managing Service Quality: An International Journal: Volume 9 Issue 5

Experimental design and computer‐based simulation: a case study with the Royal Navy

Marcus Blosch, Jiju Antony

The Royal Navy’s manpower planning system represents a highly complex queue which aims to provide sufficient manpower to meet both operational and structural commitments. This…

Factors to consider in the implementation of quality within Irish healthcare

Kay Ennis, Denis Harrington

Hospitals and healthcare institutions are today clamouring to find ways to ensure that their organisations will become more efficient and cost effective. With TQM defined as…

Patient and stakeholder consultation in healthcare

Adrienne Curry, Sandra Stark, Lesley Summerhill

The healthcare context is a highly complex one for a variety of reasons. One priority that is, however, firmly established on the agenda for the future is that of patient…

Service quality: guidelines for marketers

John C. Groth, Richard T. Dye

In this second paper in the series, the authors focus on special factors related to the perceived value of service and service quality. The article examines issues in the…

Cost containment and customer retention practices at the top 100 commercial banks, savings institutions and credit unions

Anthony T. Allred, H. Lon Addams

Chief executive officers (CEOs) at America’s top 100 commercial banks, savings institutions and credit unions were surveyed to determine the importance of cost containment and…

Hysteresis: a model of consumer behaviour?

Les Galloway

A number of models of consumer behaviour, or of the influences on consumer behaviour, imply non‐linearity and non‐reversibility. These include the order winning/qualifying…