Managing Service Quality: An International Journal: Volume 6 Issue 4
Table of contents
ICL High Performance Technology: winner of the 1995 UK Quality Award
Tom HinchcliffeBegins by outlining ICL High Performance Technology’s background and position in the market, and describing the company’s products. States that the company is in transition owing…
Texas Instruments Europe ‐ winner of the European Quality Award 1995
John ScarisbrickOutlines Texas Instruments Europe’s programme for the European Quality Awards, and how the company won the award in 1995. Explains why it was adopted, how it was executed and the…
The UK’s Automobile Association: empowering staff for customer retention
Nigel CurrieGives a brief history of the Automobile Association (AA) before going on to describe the organization’s attitudes to issues of complaints and customer satisfaction. States that…
Westminster City Council: improving quality through complaint management
Steve CarneyExamines the approaches to complaints management adopted by Westminster City Council. Begins by listing and analysing the factors causing the greatest impact on customer loss, in…
Solving the problem: managing complaints at BUPA
Norman DingemansDefines a complaint as an occasion on which one fails to meet a customer’s expectations. Examines ways in which complaints should be handled when received by an organization…
Keeping customers loyal at Liverpool Victoria Friendly Society
Julie HillDescribes Liverpool Victoria’s recent attempts to improve customer loyalty. Outlines the company’s history and its traditional values and client base and shows how, in spite of…
Growing relationship marketing’s role within Renault UK
Tim MackDescribes and outlines the reasons for Renault’s recent success in the UK new car market; the company’s market share has increased from 3.5 per cent to over 6 per cent in the…
Investing in people: a perspective from Northern Ireland tourism ‐ part I
Martin A. O’NeillDescribes recent developments in the Northern Ireland tourist industry (following the ceasefire), which led to a 67 per cent increase in holiday traffic in 1995, and the impact of…
Total quality appraisals
Jon ChoppinExamines, in the form of an amusing discussion, a total quality approach to appraisals set during a company expansion. Questions and examines the value of appraisals for both…
Quality management through visionary leadership
Sonny Nwankwo, Bill RichardsonStates that the importance of leadership in fostering a quality culture in organizations is widely acknowledged. However, research on leadership can be conducted at multiple…
Using the conversion model to optimize customer retention
Trevor RichardsBegins by defining the conversion model ‐ a model used as a marketing tool to identify commitment to different brands of goods or services. Argues that there is a difference…
Using organizational survey results to improve organizational performance
Janine WaclawskiExamines the use of organizational surveys as a way of improving organizational performance in financial services firms. States that, in a service organization, culture is just as…