Managing Service Quality: An International Journal: Volume 7 Issue 3

Don’t take life ‐ or business ‐ too seriously!

Richard Whiteley, Diane Hessan

Argues the case for lightening up in business, claiming that people who are internally focused and tense have little chance of turning their care and attention to customers…

The quiet revolution

Jon Choppin

Discusses the quiet revolution that some call TQM, some call continuous improvement and some call the constantly evolving state of business as usual. Claims that people want to…

Keeping it all in focus: the Viyella service story

Doug Duffin

Presents an illustration of a very old lesson ‐ great customer service does pay. Describes the Viyella example, which has been successful primarily because staff were quickly…

Practices of excellent companies in the entertainment industry

Brian Keith Dosher, Brian H. Kleiner

Quality in the entertainment industry must be maintained in order for companies in the field to survive. Investigates some of the largest entertainment companies to see how they…

Practices of excellent companies in the hotel industry

Jennifer C. Ropeter, Brian H. Kleiner

Examines three different hotel chains in an attempt to determine the characteristics of excellent hotel companies. Presents information gathered through readings, interviews and…

For service to work right, skilled leaders need skills in “followership”

Pat Townsend, Joan E. Gebhardt

One definition of a leader is a person who has followers. Argues that, to be a skilled leader, the role of follower needs to be clearly understood ‐ indeed a good leader should…

After‐sales service ‐ necessary evil or strategic opportunity?

Milind M. Lele

In response to questions about how to provide the correct level of after sales service in the face of shifting customer needs and expectations, SLC Consultants, Inc. has developed…

Looking after business: linking existing customers to profitability

Robin Clark

Claims that a supermarket’s most loyal customers are around 1,000 times more profitable than its least loyal. Takes the reader through all aspects of loyalty from getting to know…

The implementation of hazard analysis and critical control points in hospital catering

Mervyn Wilson, Anna E. Murray, Margaret A. Black, David A. McDowell

The Food Safety (General Food Hygiene) Regulations 1995 stipulate the need for the control of food hazards. One such measure which satisfies this requirement is the use of hazard…