Managing Service Quality: An International Journal: Volume 9 Issue 4

The Creativity Toolkit

John Peters

Quality assurance in investment services

Stanislav Karapetrovic, Walter Willborn

Quality assurance is the process of providing confidence that the stated or implied requirements for quality are met. In financial investment services, “quality” is defined as the…

Measuring hospital service quality: a methodological study

Clara Martínez Fuentes

Quality in the service sector has been extensively researched during the last years. The publication of a sequence of measurement tools has allowed homogenizing the study of this…

SPC in managed health care – how much variation is tolerable?

Donald E. Lighter

Disease management (DM) programs are being implemented throughout the health care delivery system as one way to contain costs, and they have demonstrated mixed efficacy. In most…

Media relations: powerful tools for achieving service quality

Barron Wells, Nelda Spinks

Two common documents used by management teams in community relations programs aimed at promotion of service quality are news releases (press releases) and pitch letters. News…

A classified model for applying the theory of constraints to service organizations

Samia Siha

The general principles of TOC can be applied to improve the performance of service organizations. A classified model is proposed for such applications based on Schmenner’s…

TQM in public organisations: an examination of the issues

Frank Dewhurst, Angel R. Martínez‐Lorente, Barrie G. Dale

This paper explores the application of total quality management (TQM) to public sector organisations. The examination of the operating characteristics of these organisations has…

Service quality: perceived value, expectations, shortfalls, and bonuses

John C. Groth, Richard T. Dye

Focuses on the perceived value of a service by a customer, the perceived quality and value of a service, and the role of expectations, shortfalls, and bonuses in the valuation…