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Article
Publication date: 1 May 1992

Bettye Wells Miller

Outlines the experience of the Fireman′s Fund Insurance in its expansion of its quality improvement programme, and the unexpected benefit of a team‐based company culture…

Abstract

Outlines the experience of the Fireman′s Fund Insurance in its expansion of its quality improvement programme, and the unexpected benefit of a team‐based company culture. Discusses the creation of Quality Action Workshops, which focused in three objectives ‐ to improve the quality of decisions; to apply a team approach to problems; to gain stronger support for implementing change. Explores leadership and organizational skills and provides a guide to problem solving. Suggests that many problems relate back to a lack of roles and responsibilities.

Details

Managing Service Quality: An International Journal, vol. 2 no. 5
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 March 1992

Bettye Wells Miller

Discusses the turnaround in the fortunes of Alaska Airlines Inc. the Seattle‐based company which nearly 20 years ago was almost bankrupt and carrying a reputation for…

Abstract

Discusses the turnaround in the fortunes of Alaska Airlines Inc. the Seattle‐based company which nearly 20 years ago was almost bankrupt and carrying a reputation for unreliability and poor service, and which today is the recipient of the Airline of the Year Award. Outlines the customer care programme of the company, concentrating on three training programmes introduced in recent years ‐ Inflight Customer Service Skills (ICCS) for flight attendants; Reservation Selling Skills for reservation agents; and Customer Service Skills for customer service personnel. Details the Idea for Excellence programme, which is designed to encourage suggestions from employees. Reviews plans for expansion and explores the catering side of the business which continues to put Alaska Airlines ahead of its competitors in excellence.

Details

Managing Service Quality: An International Journal, vol. 2 no. 3
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 February 1992

Bettye Wells Miller

Discusses the practices of the family‐owned Nordstrum company, an American firm which maintains the philosophy of customer service through its sales associates, offering…

Abstract

Discusses the practices of the family‐owned Nordstrum company, an American firm which maintains the philosophy of customer service through its sales associates, offering the best service, selection, quality and value. Outlines the company history and structure and details its policy towards employees.

Details

Managing Service Quality: An International Journal, vol. 2 no. 2
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 April 1992

Bettye Wells Miller

Discusses the policies of the Walt Disney Company in respect of its commitment to employee training and recognition. Explores the many ways in which employees (cast…

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Abstract

Discusses the policies of the Walt Disney Company in respect of its commitment to employee training and recognition. Explores the many ways in which employees (cast members) are made to feel an essential part of the company, particularly in reinforcing the company policy that every day is a show. Outlines the world‐wide training programme, highlighting Disney familiarization classes, Professional Development programmes, Cast Development, Clerical Development, Career Development, Personal/Professional Development, and Computer Software Training. Explores cast priorities as developed in accordance with a list made up by customers and mentions the quarterly Spirit of Disneyland awards, in which any cast member may nominate another who exemplifies the Disney spirit.

Details

Managing Service Quality: An International Journal, vol. 2 no. 4
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 March 1993

B.W. Miller

Reports on Great Plains Software′s successful marketing of an accounting software programme. Attributes the company′s successful creation of a niche market to its ability…

Abstract

Reports on Great Plains Software′s successful marketing of an accounting software programme. Attributes the company′s successful creation of a niche market to its ability to provide excellent customer service and quality products. Illuminates the software company′s attention to employee training and recognition, and to maintaining partner relationships with agents.

Details

Managing Service Quality: An International Journal, vol. 3 no. 3
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 January 1993

B.W. Miller

Discusses how the First Interstate Bank of Oregon has devised a successful incentive and reward scheme for employees, based on their own view of customer service quality…

Abstract

Discusses how the First Interstate Bank of Oregon has devised a successful incentive and reward scheme for employees, based on their own view of customer service quality. Reflects on some of management′s main concerns in developing a restructured recognition programme. Shows the programme′s positive results.

Details

Managing Service Quality: An International Journal, vol. 3 no. 1
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 January 1992

B.W. Miller

Reveals how a Californian local newspaper is using their own Alternative Distribution System (ADS) to guarantee first‐rate delivery of their ′Shoppers′, after becoming…

Abstract

Reveals how a Californian local newspaper is using their own Alternative Distribution System (ADS) to guarantee first‐rate delivery of their ′Shoppers′, after becoming dissatisfied with the US Postal Service. Contends that the key to the success of the ADS comes from the employment of ′verifiers′ who evaluate the quality of delivery.

Details

Managing Service Quality: An International Journal, vol. 2 no. 1
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 February 1974

Frances Neel Cheney

Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Term. 37203. Mrs. Cheney does not sell the books listed here…

Abstract

Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Term. 37203. Mrs. Cheney does not sell the books listed here. They are available through normal trade sources. Mrs. Cheney, being a member of the editorial board of Pierian Press, will not review Pierian Press reference books in this column. Descriptions of Pierian Press reference books will be included elsewhere in this publication.

Details

Reference Services Review, vol. 2 no. 2
Type: Research Article
ISSN: 0090-7324

Article
Publication date: 1 March 1994

Diana Gonzalez Kirby and Margaret Borgeest

Researchers, subject specialists, and information professionals have long been aware of scientific and technical (sci‐tech) dictionaries available from the U.S…

Abstract

Researchers, subject specialists, and information professionals have long been aware of scientific and technical (sci‐tech) dictionaries available from the U.S. government. Yet these reference sources often remain invisible to the general public, especially in libraries that exclude government documents from the main catalog or that maintain separate documents collections. However, as more libraries automate their holdings and load cataloging records for government publications into their online public access catalogs (OPACs), government documents should become more visible. Until then, it may surprise some to learn that many U.S. government agencies have allocated vast resources into compiling, publishing, and updating technical dictionaries in print, microfiche, and electronic format.

Details

Reference Services Review, vol. 22 no. 3
Type: Research Article
ISSN: 0090-7324

Book part
Publication date: 12 November 2018

Amanda Washington Lockett and Marybeth Gasman

This chapter focuses on the presence and accomplishments of Black women across the leadership spectrum within the context of historically Black colleges and universities.

Abstract

This chapter focuses on the presence and accomplishments of Black women across the leadership spectrum within the context of historically Black colleges and universities.

Details

Underserved Populations at Historically Black Colleges and Universities
Type: Book
ISBN: 978-1-78754-841-1

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