Managing Service Quality: An International Journal: Volume 8 Issue 3

Managing relationships ‐ is this a quality issue?

Kathryn Whymark

This paper investigates how companies are managing their relationships with customers and employees. It shows that loyalty to both groups is shifting. While most companies are…

Learning excellence: Southwest Airlines’ approach

Ulla K. Bunz, Jeanne D. Maes

In an era in which adapting to change means survival, it is important to study what successful organizations have done. While the airline industry in the USA has not made thriving…

The effect of downsizing on service quality in some large organizations

Ton van der Wiele, Alan Brown

During the 1990s most large organisations have faced substantial restructuring. At the same time, many have had TQM or quality management in place. What impact do these changes…

Performance measurement and strategic change

Charles E. O’Mara, Paul W. Hyland, Ross L. Chapman

Performance measurement systems not only provide the data necessary for managers to control business activity, they also influence the behavior and decisions of managers. This…

Creating a customer‐focused culture: some practical frameworks and tools

Steve Macaulay, Graham Clark

Many companies have customer service departments which act as a barrier between the company and the customer. Is customer service represented at the top? How credible is a…

Causes of customer dissatisfaction ‐ studies of public transport by the critical‐incident method

Bo Edvardsson

Looks at customer dissatisfaction by focusing on the events which provide the source of the dissatisfaction and complaints. Uses data from research into public transport. Includes…

Factors affecting a senior management culture change for total quality metamorphosis

Ioannis Angeli, Jeffrey Jones, Bahir Sabir

A three‐year joint research study focuses on the in‐depth investigation of the quality parameters that are necessary to bring about change in senior management (SM) culture for…

End‐user training in the service industry

Atul Gupta, Susan T. Sadowski

This survey research explores the key variables of top management involvement for an effective end‐user training program. Out of the seven variables: top management belief, a…