Managing Service Quality: An International Journal: Volume 12 Issue 2
Table of contents
Managing the employee connection
Ron ZemkeDescribes the main findings deduced from data held relating to over 70,000 cases in an employee and manager inventory and associated database, which focuses on employee and…
Managing service quality by combining voice of the service provider and voice of their customers
Clare Chow‐Chua, Raj KomaranPresents a simple methodology for managing service quality that takes into joint consideration of what customers expect to receive and what the service provider can offer. A…
Expanding paradigms in providing internal service
Debra F. CannonContinual quality improvement is crucial to competitive success. A systems approach is vital in encompassing every segment of the hospitality organization in striving for service…
Electronic retailing and distribution of services: cyber intermediaries that serve customers and service providers
Khanh V. La, Jay KandampullyThe rapid development of electronic commerce (e‐commerce) has seen emerging electronic service retailers attracting the interest of, and gaining the patronage of, both service…
Driving quality – clinical governance in the National Health Service
L. RitchieAssesses the role of the NHS’s new quality initiative “clinical governance” in introducing change and monitoring clinical and trust performance to improve the quality of service…