Managing Service Quality: An International Journal: Volume 10 Issue 1

Using soft systems methodology to manage hotels: a case study

Hadyn Ingram

Complexity and a focus upon operations characterize the modern hospitality industry, and this often prevents management from spending time on reviewing strategic business…

The impact of demand fluctuation on the quality of service: a tourism industry example

Jay Kandampully

The focus of this paper is to examine the appropriateness of the use of “service packaging”, a concept capable of being adopted by tourism organisations to assist them in their…

Managing the green spaces: problems of maintaining quality in a local government service department

Robert Jones

Qualitative data from a sample of urban UK councils is used to present a longitudinal analysis of the problems of maintaining service quality in local government parks and open…

Walk‐through audit provides focus for service improvements for Hong Kong law firm

Elsa Lai‐Ping Leong Koljonen, Richard A. Reid

This paper describes and illustrates the application of a relatively new approach to assessing the operations management aspects of providing customer service. It presents the…

Organizational effectiveness indicators to support service quality

G. Ronald Gilbert, Ali M. Parhizgari

To survive in increasingly competitive markets, customer focused organizations are challenged to create and sustain long term loyal and supportive customers. To ensure long term…

Service quality at banks and credit unions: what do their customers say?

Anthony T. Allred, H. Lon Addams

Bank and credit union customers were surveyed to determine bank and credit union service quality performance. The results of our study indicate that credit unions rate…

Training and education for TQM in the commercial banking industry of South Africa

Werner Vermeulen, M.J. Crous

This article discusses the importance of training and education for TQM. The best way to institute quality into an organisation, particularly a bank, is to train employees to do…