This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb054826. When citing the article, please…
Abstract
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb054826. When citing the article, please cite: Barbara R. Lewis, (1988) “Customer Care in Service Organisations”, International Journal of Operations & Production Management, Vol. 8 Iss: 3, pp. 67 - 75.
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb054826. When citing the article, please…
Abstract
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb054826. When citing the article, please cite: Barbara R. Lewis, (1988) “Customer Care in Service Organisations”, International Journal of Operations & Production Management, Vol. 8 Iss: 3, pp. 67 - 75.
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb054826. When citing the article, please…
Abstract
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb054826. When citing the article, please cite: Barbara R. Lewis, (1988) “Customer Care in Service Organisations”, International Journal of Operations & Production Management, Vol. 8 Iss: 3, pp. 67 - 75.
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/09564239010001127. When citing the…
Abstract
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/09564239010001127. When citing the article, please cite: Barbara R. Lewis, (1990), “Service Quality: An Investigation of Customer Care in Major UK Organisations”, International Journal of Service Industry Management, Vol. 1 Iss: 2, pp. 33 - 44.
Concerns customer service/quality in service sector organizations.Presents definitions and determinants of service quality together with areview of a number of research projects…
Abstract
Concerns customer service/quality in service sector organizations. Presents definitions and determinants of service quality together with a review of a number of research projects, completed in the Manchester School of Management, which focus on the measurement of service quality. Describes assessments which have been carried out in several industries, considering the opinions of managers, employees and external customers, and provides evidence of various service quality gaps. The final section comprises a discussion of some of the problems relating to the rating scales/measurement techniques used, and emphasizes the caution which is necessary in interpretation of research data. Concluding comments address the continuing research agenda.
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Banks and other financial services providers are increasinglydeveloping service quality initiatives. In this article some of theresearch literature on service quality is…
Abstract
Banks and other financial services providers are increasingly developing service quality initiatives. In this article some of the research literature on service quality is considered to include definitions, determinants and measurement of quality. Attention is also given to research applications which focus on management, employee and customer perspectives. In addition, a number of continuing service quality concerns are highlighted, relating to changing customer expectations, the need for an integrated approach to service quality and the development of service quality measurement tools.
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Barbara R. Lewis, Jayne Orledge and Vincent‐Wayne Mitchell
Investigates service quality in the student market for financialservices. Reports empirical work in which students′ attitudes towardsthe service provided by their banks and…
Abstract
Investigates service quality in the student market for financial services. Reports empirical work in which students′ attitudes towards the service provided by their banks and building societies were assessed, with emphasis on loan and overdraft arrangements. The students′ expectations and perceptions were measured using a graphic positioning scale and a number of service quality shortfalls were identified which have implications for organizations providing financial services to the student market. Highlights opportunities for further research in the area of measuring service quality.
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Adrian Wilkinson and Barry Witcher
Quality concerns for management was one of the key themes of the Fifth Annual British Academy of Management Conference which was held in Bath in September 1991. This brought…
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Quality concerns for management was one of the key themes of the Fifth Annual British Academy of Management Conference which was held in Bath in September 1991. This brought together a number of writers from a range of disciplines including production management, marketing and industrial relations. The sessions were chaired by Barbara Lewis from Manchester School of Management, UMIST, and papers were a mixture of reporting empirical findings and those being more conceptual in their approach. This short review summarizes the papers based on the abstracts with the aim of encouraging those interested to contact the authors concerned and also make a few general remarks on the state of TQM research.
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Barbara R. Lewis and Vincent W. Mitchell
The importance of service quality as an indicator of customersatisfaction and organisational performance is widely acknowledged andhas led to a major research thrust which has…
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The importance of service quality as an indicator of customer satisfaction and organisational performance is widely acknowledged and has led to a major research thrust which has focused on a number of industries within the service sector. Some of the research relating to defining and measuring service quality is reviewed and a number of suggestions are made as to how measurement instruments such as SERVQUAL might be improved.
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Quality in the service sector is of increasing concern to bothacademics and practitioners. Previously published material is reviewedand attention is focused on the importance of…
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Quality in the service sector is of increasing concern to both academics and practitioners. Previously published material is reviewed and attention is focused on the importance of people and internal marketing in the changing environment of service industries, definitions and measurement of service quality, and the service quality/customer care programmes presently being developed and implemented.