Managing Service Quality: An International Journal: Volume 6 Issue 2

Ethics ‐ marketing ploy, or just the best business proposition?

Richard Davis

Discusses whether there is any business sense in organizations acting ethically, i.e. whether it is profitable. Examines various ethical companies and their behaviour. Debates…

Managing service quality in HE: is SERVQUAL the answer? Part 1

Peter F. Cuthbert

Explains the need for a valid and reliable instrument for course managers to evaluate their product through customer feedback as part of the system of quality assurance, and…

Promoting TQM through national quality awards ‐ the Austrian experience

Johann Jäger

Discusses the Austrian Quality Awards and provides their background. Outlines reasons for introducing the awards and lists possible benefits. Examines the details of the Austrian…

Developing an appropriate quality award for Northern Ireland

Rodney McAdam

Describes the economy of Northern Ireland and the role of the Northern Ireland Quality Centre. Explains the Northern Ireland Quality Award, and the need to develop the criteria to…

Managing pollution efforts: how to turn pollution into profits ‐ part 1

D. Keith Denton

Contends that the environment is the vehicle to greater profits in the 1990s. States that organizations should comply with customer demands, and recent surveys show consumers are…

The theory of constraints in services: part 2 ‐ examples from health care

Jaideep Motwani, Donald Klein, Raanan Horowitz

Several authors have investigated and proposed implementations for the theory of constraints (TOC) philosophy in manufacturing organizations. However, no study has addressed the…

Finding, training and keeping the best service workers

Karen Kuemmler, Brian H. Kleiner

According to the US Bureau of Labor Statistics, the service industry is responsible for over three‐fourths of all employment and is expected to account for all net job growth…

The changing role of internal communication in tomorrow’s company

John Smythe

Posits that the context of internal communication is changing rapidly, and that most organizations are seeking to reduce communications. Identifies nine roles of communication…

Employee communications: how technology impacts on practice

Michael Rudnick

Describes the results of a research project to determine the use of technology in employee communication. Finds that e‐mail is the most widely used technology. Covers the links…

New developments in customer service training

Maya Mouawad, Brian H. Kleiner

In today’s volatile economy, providing excellent customer service can be the critical difference between a company’s success and failure. Customers today are better educated than…