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Managing Service Quality
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Managing Service Quality

Volume 6 Issue 5

Published: 1996 | Start Page: 5

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Articles

Articles
Article No: Article Information:
842508 TQM - does it always work? Some reasons for disappointment
John Macdonald (pp. 5-9)
Keywords: Kaizen, TQM
ArticleType: General review
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842509 Stepping up to the challenge of change
Gary Ransom, Tom Knighton (pp. 10-16)
Keywords: Business strategy, Organizational change
ArticleType: General review
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842510 The ethical route to service quality at John Lewis Partnership
Jonathan Dandy (pp. 17-19)
Keywords: Employees, Ethics, Service quality
ArticleType: Case study
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842511 AT&T (UK): negotiating quality through customer communications
John Foxton (pp. 20-23)
Keywords: Communications, Customer care, Customer records
ArticleType: Case study
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842512 How Skandia AFS defines and grows its customer base
Gunnar Moberg (pp. 24-26)
Keywords: Customer profiling, Customers, Specialists
ArticleType: Case study
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842513 That’ll be the Daewoo: giving the customers just what they want
Patrick Farrell, Charles Dawson (pp. 27-32)
Keywords: Car manufacturers, Customer satisfaction, Customer surveys, Marketing strategy
ArticleType: Case study
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842514 Do It All’s loyalty programme - and its impact on customer retention
David Clayton-Smith (pp. 33-37)
Keywords: Customer loyalty, Customer profiling, Retention
ArticleType: Case study
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842515 Managing quality in a UK local authority: the Leicester experience
Charles Farrell, Samuel K. Ho (pp. 38-44)
Keywords: Compulsory competitive tendering, ISO 9000, Organizational change, Public sector, Service quality, TQM
ArticleType: Case study
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842516 The route to TQM at American Express
Lilyan Vendrig (pp. 45-46)
Keywords: Customer satisfaction, Quality assurance, TQM
ArticleType: Case study
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842517 Customer-centred growth: five strategies for building competitive advantage
Richard Whiteley, Diane Hessan (pp. 47-52)
Keywords: Competitive advantage, Customer satisfaction, Customer service
ArticleType: Research paper
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842518 The service concepts in practice: compromises in high street trading
T. Alistair J. Nicholson (pp. 53-56)
Keywords: Operations management, Retail trade
ArticleType: Technical paper
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