Managing Service Quality: An International Journal: Volume 12 Issue 3

Service excellence in electronic channels

Valarie A. Zeithaml

Significant research and managerial attention has been devoted to service excellence over the last 20 years. We now need to focus some of that attention on service delivery…

Building people and organisational excellence: the Start service excellence program

Martijn Hesselink, Frits van den Assem

One of the largest companies for temporary labour in The Netherlands, Start, is implementing a service‐culture‐change program. This so‐called service excellence program has been…

Keeping the “dream” in mind is indispensable for successful leadership

Yoshio Kondo

Everyone knows that fully displaying leadership is indispensable for successful work. Leadership is an abstract concept, and we should try to pin it down in concrete forms and…

Human and social implications of excellence models: are they really accepted by the business community?

Tito Conti

Total quality management (TQM) models claim to set the criteria for organisational excellence. In fact, some of them have been plainly named “excellence models”. However, while…

Service excellence from the employees’ point of view: the role of first line supervisors

Deanne N. Den Hartog, Robert M. Verburg

What role can service employees’ direct supervisors play in stimulating service excellence? The aim of the current study was to provide more insight into the relationship between…

Employee perceptions of HRM and TQM, and the effects on satisfaction and intention to leave

Paul Boselie, Ton van der Wiele

There is a growing interest in theory and in practice with regard to the relationship between human resource management (HRM) and total quality management (TQM), as well as the…

The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction

Bernd Stauss

There is much empirical evidence showing that the satisfaction of complainants with a company’s response has enormous impact on the customers’ future behaviour. Therefore, it…

Empirical evidence for the relationship between customer satisfaction and business performance

Ton van der Wiele, Paul Boselie, Martijn Hesselink

Focuses on the analysis of empirical data on customer satisfaction and the relationship with hard organisational performance data. The organisation is a Flexcompany with its…

Customer satisfaction: it is dead but it will not lie down

Roger Williams, Rolf Visser

Customer satisfaction with service companies is probably declining steadily across the developed world because it no longer matters to most people. Investors favour companies that…