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This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/01443579710175556. When citing the article, please cite: Andreas C. Soteriou, Yiannos Stavrinides, (1997), “An internal customer service quality data envelopment analysis model for bank branches”, International Journal of Operations & Production Management, Vol. 17 Iss 8 pp. 780 - 789.

Applying total quality management (TQM) principles in education still remains a great challenge. This paper focuses on hospitality education. Although anecdotal evidence on successful TQM implementation in various hotels can be easily found, no formal approaches on how to implement TQM to the hospitality educational process have appeared in the literature. The Higher Hotel Institute, Cyprus, has recently embarked towards the establishment of a customer‐driven management culture. The paper presents and discusses the approach taken by the Institute in collecting and using service quality‐related information from three principal groups: namely, future employers, staff and students, towards this goal. Future research directions are also discussed.

Over the last few years data envelopment analysis (DEA) has been gaining increasing popularity as a performance assessment methodology. DEA has been successfully applied to bank branch performance evaluation. However, most DEA models which have been developed for bank branch performance assessment do not include service quality as an output. Service quality has been considered by many as the key to gaining competitive advantage and customer loyalty. Develops a DEA model that can be used to provide direction for improvement to branches which do not use their resources in the most efficient way to produce service quality. Focuses on internal customer service quality which is sometimes easier to measure. Presents results from an empirical study undertaken at a bank to demonstrate the applicability of the model.

This study utilizes the methodology of data envelopment analysis (DEA) to assess the efficiency of secondary schools in Cyprus. Apart from evaluating the relative efficiency of schools, the study provides recommendations for improvement to inefficient schools and discusses managerial implications. Furthermore, empirical findings based on an approach to estimate efficiency environmental effects suggest that no efficiency differences exist between schools operating in rural areas compared to those operating in urban areas.

Gives an overview of the Australian banking industry, reviews relevant research and analyses productivity changes 1995‐1999 in a panel of 17 banks to assess the effects of deregulation and the reforms introduced by the Wallis report (1997). Explains the methodology (Malmquist indices calculated by data envelopment analysis) and presents the results, which show a decline of 3.1 per cent in technical efficiency over the period and of 3.5 per cent in the total factor productivity index, although there was an annual productivity growth rate of 1.3 per cent. Discusses the underlying reasons for this, compares productivity changes in individual banks and finds that size makes no difference. Considers the implications for policy makers, describes the industry as having a “limit of deregulation” syndrome and believes that further productivity gains depend on advances in technology.

In 2009, the European Operations Management Association (EurOMA) celebrates its 15th anniversary and its precursor, the UK OMA, its 25th anniversary. The purpose of this paper is to review the origins and foundations of today's EurOMA and how it has progressed to being a vibrant and successful organisation.

The review draws on archived documents, especially newsletters and board minutes, as well as memories of all of those involved.

The review shows an important evolution from two groups of like minded individuals, through building annual conferences and brings these together as one. It then shows how it has evolved both through formalisation of its activities, building international links and, most importantly, developing a portfolio of activities to develop and support young researchers.

Where records are not available, the paper draws on individual memories of events from a long time ago.

As well as providing an invaluable record, it can provide a model for the development of similar organisations.