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Article

Sunil Babbar

Quality is increasingly becoming the key determinant ofdemand for goods and services. Managerial philosophy and perceptionsshape the overall corporate attitude towards…

Abstract

Quality is increasingly becoming the key determinant of demand for goods and services. Managerial philosophy and perceptions shape the overall corporate attitude towards quality and define the parameters for its role as a determinant of competitiveness and performance. Quality of services is defined and determined primarily by individual customers through their perceived delivery of service attributes expected. Customer input and feedback is essential for bridging the gap between the perceptions of management and those of the customers, as they view service quality. It is only the mutual synchronization of perceptions that ensures high quality. This article discusses important limitations of contemporary methods in use for the control of quality in services. It models a system and provides a complete and effective quality management framework. The proposed model is dynamic, flexible and utilizes information gathered through an unbroken chain of customer input and feedback in ensuring competitiveness through continuous improvement. Contributions of the model are also listed.

Details

International Journal of Operations & Production Management, vol. 12 no. 2
Type: Research Article
ISSN: 0144-3577

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Article

Luis E. Solis, Subba Rao, T.S. Raghu‐Nathan, Cho‐Young Chen and Shih‐Chun Pan

In this paper we compare the quality management practices and quality results between Taiwanese manufacturing and service companies, based on a survey of 131 manufacturing…

Abstract

In this paper we compare the quality management practices and quality results between Taiwanese manufacturing and service companies, based on a survey of 131 manufacturing and 109 service companies. The results presented here are focused on eight critical factors of quality managementquality leadership, strategic quality planning, quality information and analysis, human resources management, quality assurance, supplier quality, customer orientation, quality citizenship ‐ and company quality results. The present study shows significant differences between manufacturing and service companies with manufacturing companies performing better in six critical dimensions of quality management as well as in quality results. Opportunities for improving quality management practices in Taiwanese service companies are identified.

Details

Managing Service Quality: An International Journal, vol. 8 no. 1
Type: Research Article
ISSN: 0960-4529

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Article

Jennifer Rowley

Public sector policymakers have been preoccupied with quality, performance and impact initiatives, which constrain and define the strategic and operational objectives of…

Abstract

Purpose

Public sector policymakers have been preoccupied with quality, performance and impact initiatives, which constrain and define the strategic and operational objectives of public sector bodies. This theoretical article aims to review the quality, performance management and impact assessment regimes that currently impact on public and academic libraries in the UK, and to explore the challenges for managers in finding their path through this quality maze. Much of the literature focuses on individual initiatives, with little reference to the wider quality management context. Also seeks to urge consideration of the cumulative impact of such initiatives, with their different notions of quality, on public sector organisations and their quality management processes.

Design/methodology/approach

The article is an opinion piece that offers some conceptual frameworks, based on an analysis of literature, practice and web sites gathered over many years' investigation and observation. The tension between externally‐focused quality assurance and internally‐focused quality enhancement is taken as a point of departure. A further source of complexity is the quality management agendas that impact on library and information services from different levels in the organisation, otherwise described as the quality hierarchy.

Findings

A review of the approaches to collecting customer evaluations of service quality, enhancing quality and performance, and the accreditation of quality and performance illustrates the complexity associated with accommodating agendas arising from different contexts, and the competing notions of quality that are embedded in these different approaches.

Practical implications

The range of different influences on quality management, the sheer complexity and dynamism of the landscape and the management challenges associated with maintaining an appropriate quality management regime for any specific information service, are key messages that emerge from this review. Information managers in different posts experience the quality maze differently. Further research and reflection on practice are necessary.

Originality/value

This paper provides useful information for those managers trying to implement quality, performance and impact assessment regimes.

Details

Library Management, vol. 26 no. 8/9
Type: Research Article
ISSN: 0143-5124

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Article

Ronald James Ferguson, Michèle Paulin, Charles Pigeassou and 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…

Abstract

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 management effectiveness. Service management is effective when customers judge the overall service quality to be good, they are highly satisfied, they are willing to recommend the firm to others and they intend to re‐purchase or are predisposed to purchase additional services from the firm. The technical and functional aspects of services quality and their relation to service management effectiveness, were found to be different between the core and supplementary services, between customers and service personnel and between customers with and without experience. The results support the statement that competitive advantage in this industry can be obtained by improving the functional aspects of services management, by better performance of supplementary services and by reducing the gap in perceptions between customers and contact personnel.

Details

Managing Service Quality: An International Journal, vol. 9 no. 1
Type: Research Article
ISSN: 0960-4529

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Article

Y.K. Chan, K. Neailey and W.H. Ip

ISO 9000 series standards and total quality management (TQM) are two widely accepted approaches to quality management. The effectiveness of establishing a quality system…

Abstract

ISO 9000 series standards and total quality management (TQM) are two widely accepted approaches to quality management. The effectiveness of establishing a quality system on the basis of the former standards depends on the degree of understanding them. The tendency of adopting ISO 9001 and ISO 9002 standards for certification for the service industry, however, may not provide the appropriate quality management system. Service organisations should try to integrate ISO 9004‐2 framework with TQM criteria to establish a fit‐for‐purpose model that can help the organisation provide world‐class service. This paper outlines why and how ISO 9004‐2 standards are used in this report.

Details

Managing Service Quality: An International Journal, vol. 8 no. 6
Type: Research Article
ISSN: 0960-4529

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Article

Barbara Gaudenzi, Ilenia Confente and Ivan Russo

This study aims to investigate the logistics service quality (LSQ) from a supply chain quality perspective. The purpose is twofold: (1) to investigate how business…

Abstract

Purpose

This study aims to investigate the logistics service quality (LSQ) from a supply chain quality perspective. The purpose is twofold: (1) to investigate how business customers perceive the LSQ dimensions in business-to-business (B2B) relationships, with a particular focus on the role of logistics service providers and (2) to analyse the manner in which such dimensions, when combined, lead to high levels of customer satisfaction.

Design/methodology/approach

Data collected through a survey of a sample of Italian food companies are analysed using a qualitative comparative analysis approach. The analysis explores ways of achieving customer satisfaction through different combinations of LSQ dimensions and not only via a “single recipe,” as in most symmetrical methods.

Findings

The study describes how seven dimensions of LSQ lead to achieve customer satisfaction, particularly highlighting and discussing how the different LSQ constructs lead to gain high customer satisfaction via different configurations. This approach is unique in identifying not only linear relationships among variables as traditional statistical methods do, via a configurational approach.

Research limitations/implications

Most academic studies in the related literature investigate service quality from a quality management and a supply chain management perspective. This study fills the existing gap in the analysis of B2B relationships, focusing on the role of third-party logistics (3PL) service providers.

Practical implications

The study presents useful implications for practitioners, describing several ways in which 3PL service providers can combine LSQ dimensions to perform a continuous improvement of customer experience and to gain higher levels of customer satisfaction.

Originality/value

This study fills the existing gap in the analysis of B2B relationships, using the lens of quality management and supply chain management perspectives, and focusing on the role of 3PL service providers.

Details

The TQM Journal, vol. 33 no. 1
Type: Research Article
ISSN: 1754-2731

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Article

Louise Bell

Through a literature review, this paper demonstrates that there is a lack of knowledge about quality management within the mental health services. Ideas about quality from…

Abstract

Through a literature review, this paper demonstrates that there is a lack of knowledge about quality management within the mental health services. Ideas about quality from the wider services sector are then discussed, and a case study of a mental health scenario is provided. It is argued that health services generally, and mental health services in particular, have much to gain from becoming more closely aligned with the wider field of knowledge of quality management. Concludes that the wider techniques of managing service quality may prove useful, particularly in mental health services, due to the nature of such services and their inherent variability.

Details

International Journal of Health Care Quality Assurance, vol. 17 no. 7
Type: Research Article
ISSN: 0952-6862

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Article

Nick Johns

This third and final article in a review series covers theliterature relating to modern developments in quality measurement andmanagement. It carries on the themes…

Abstract

This third and final article in a review series covers the literature relating to modern developments in quality measurement and management. It carries on the themes developed in the previous two articles and to some extent explores the way these aspects are interrelated. This review ends with an overview of the series and likely future implications for research and practice in hospitality management.

Details

International Journal of Contemporary Hospitality Management, vol. 5 no. 1
Type: Research Article
ISSN: 0959-6119

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Article

Kiran Kaur, Pauziaah Mohamad and Sossamma George

This paper aims to describe the steps in attaining the ISO 9001:2000 quality management system certification at the University of Malaya Library.

Abstract

Purpose

This paper aims to describe the steps in attaining the ISO 9001:2000 quality management system certification at the University of Malaya Library.

Design/methodology/approach

This article includes description of the planning, implementation and maintenance of the quality management system by the library, along with continual improvement efforts to provide quality service to the library clientele.

Findings

Finds that the move towards a quality management system within quality standard requirements, such as the MS ISO 9001:2000 proved challenging to obtaining the management commitment and the reorganization of services. Customer feedback becomes the focus of on‐going planning to fulfill customer requirements. A quality management system has brought about informed decision making and increased customer satisfaction.

Research limitations/implications

The study is limited to only four university libraries, thus generalization to Malaysian academic libraries is premature at this stage.

Practical implications

This paper will be helpful to libraries planning to implement a quality management system to improve its quality service and increase customer satisfaction.

Originality/value

This paper will be helpful to libraries planning to implement a quality management system to improve its quality service and increase customer satisfaction. As libraries strive to provide quality services to their clients, it is important that their quality standards be accepted globally, therefore the implementation of a quality management system based on ISO 9001:2000 may be helpful in providing clear guidelines on measuring performance.

Details

Library Management, vol. 27 no. 4/5
Type: Research Article
ISSN: 0143-5124

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Article

In this section we look at banking in the single market, new directions in financial services marketing, the validity of the 4Ps for services marketing, measuring the…

Abstract

In this section we look at banking in the single market, new directions in financial services marketing, the validity of the 4Ps for services marketing, measuring the marketing culture of a service firm, the erosion of bank margins, Citibank's global consumer banking network, and the pricing of services.

Details

International Journal of Bank Marketing, vol. 10 no. 4
Type: Research Article
ISSN: 0265-2323

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