Managing Service Quality: An International Journal: Volume 10 Issue 3

Diving into service quality – the dive tour operator perspective

Martin A. O’Neill, Paul Williams, Martin MacCarthy, Ronald Groves

Seeks to investigate the conceptualization and measurement of service quality and its importance to the dive tourism industry. It reports the findings from a recently conducted…

Service quality in consulting: what is engagement success?

Ron McLachlin

There are various views about the nature of service quality in a consulting engagement. This paper utilises literature from a number of disciplines, along with exploratory…

Quality in scholarly publishing

Richard Whitfield, John Peters

Provides a case study featuring initiatives of an international academic publisher – MCB University Press – aimed at the promotion of quality and fitness for purpose in the…

A QFD/hoshin approach for service quality deployment: a case study

K.F. Pun, K.S. Chin, Henry Lau

Discusses the quality strategy deployment (QSD) processes, and addresses how service organizations identify customers’ needs in relation to the development of viable strategies…

Pushing worldwide aftermarket support of manufactured goods

Alan Phelan, John Griffiths, Steven Fisher

In the modern global marketplace, failure to respond to customer requirements can have dramatic effects on the success of manufacturing companies. Supporting customers after the…

Measuring internal customer satisfaction

G. Ronald Gilbert

Identifies two empirically derived measures of internal customer support used to assess team effectiveness from the perspective of the team’s internal customers. The measures…

Managing increased part‐time: does part‐time work imply part‐time commitment?

Dag Ingvar Jacobsen

Puts the focus on the possible relations between part‐time work and organisational commitment. An empirical study, using data from ten Norwegian institutions caring for the…