International Journal of Service Industry Management: Volume 6 Issue 5
Table of contents
The service quality improvement strategy: identifying priorities for change
Lee Roy Beach, Lawton R. BurnsThe quality improvement strategy (QIS) helps managers decide wherechanges in an organization′s services will improve its competitiveness.The QIS measures customer perceptions of…
Identifying the information requirements to deliver quality service
Blair J. Berkley, Amit GuptaAsserts that defining information requirements is perhaps the mostneglected aspect of the information management process. One explanationis that the high costs of implementing…
JIT in services: a review of current practices and future directions for research
Leslie K. Duclos, Samia M. Sih, Rhonda R. LummusMaintains that, although service industries would benefit fromresearch concerning the implementation of just‐in‐time (JIT) techniques,most research has focused on JIT only in…
The determinants of service quality: satisfiers and dissatisfiers
Robert JohnstonBriefly describes five current debates in the service qualityliterature. One debate, of importance to operations academics andmanagers, is the identification of the determinants…