Managing Service Quality: An International Journal: Volume 8 Issue 2
Table of contents
The service challenge: the four vital ingredients
Justin PannellThe effective management of change is not optional, it is an organisational imperative. And as long as people are involved in the process there are four vital ingredients which…
Quality assuring an Internet‐based service
Carol OliverA short case study which discusses the development of a quality assurance system to ISO 9002 standards of an Internet service provider and the issues in so doing. Reviews benefits…
Patient‐centred audit: a users’ quality model
Reva Berman Brown, Louise BellIn the UK healthcare field, audit is currently employed not only in medical and clinical areas, but has also been introduced into the managerial and professional areas. A new…
A quality systems model for the management of quality in NSW schools
Geoff BerryOutlines a model for the development of quality systems in New South Wales schools. Also considers quality assurance as a means of auditing such a system and the role of…
Competing through quality in transport services
John DisneyThe public transport industry is one of the most competitive sectors in the UK with airlines, rail and bus operators all facing stiff competition not only from their direct rivals…
Learning about service quality
Peter A.C. Smith, John PetersPresents a methodology for the design of a learning approach to service quality improvement. Considers the strengths of “action learning”, noting some of the major companies which…
The effects of survey timing on perceptions of service quality
Martin A. O’Neill, Adrian J. Palmer, Rosalind BeggsDisconfirmation models of service quality have attracted a lot of discussion about how consumers’ expectations are formed, but relatively little about the nature of their…
Quality and empowerment programs: dual paths to customer satisfaction?
L. Gary Moore, Willie E. Hopkins, Shirley A. HopkinsMembers of the Original Equipment Manufacturer Group (OMEG) at National Semiconductor Corporation (NSC) were used to help answer the question of whether empowerment programs…
Service quality improvement
Bo EdvardssonThe topic for this article is quality improvement in service operations. Quality improvement is used as a collective expression for quality assurance, quality management and…