Managing Service Quality: An International Journal: Volume 1 Issue 5
Table of contents
Quality of care and service
H. KochOutlines key aspects of quality management in the National Health Service and how basic changes to health care, through ′contracting′ processes, will lead to distinct improvements…
Hotel services in the NHS
M. Senior, L. RandallExamines the perceptual blueprinting technique and its potential for monitoring, improving and controlling service quality within the healthcare community. Outlines the model for…
Motivation and problem‐solving
D. Edwards, D. ClutterbuckStates that only those quality programmes which concentrate on motivating employees to face and tackle problems stand a significant chance of succeeding. Defines the four main…
Working together
J. SeddonHighlights two of the most common problems in achieving continuous improvement in the service sector; namely the ways in which management needs to be re‐educated to understand its…
Planning for quality leadership
J. Timmers, Ton van der WieleDiscusses the development of instruments which can serve as both a stimulating device and a guideline to enhance quality management activities in service organizations…
Inside quality service
D. BaileyClaims that in order to improve quality service, front‐line staff and management need to recognize the importance of good customer care, for both internal and external customers…
In search of new ′tools′
D. CollierDescribes the characteristics and objectives of the service quality process map (SQPM) and its applications for the customer service function of a large credit card processing…
Steering towards marketing
B. FletcherQuestions why marketing has not played a central role in the development and implementation of TQM programmes. Argues for a greater collaboration between the two areas which would…
Improving service delivery
Colin Armistead, G. ClarkOutlines a workshop approach to evaluating service delivery in order to improve customer service, as well as developing a service strategy and designing delivery systems…
Newer and better ways
M. HirstPresents the findings of research carried out by Hilton International into its customers′ and employees′ attitudes and expectations; describes the company′s subsequent actions…