Focus on books

Citation

(2003), "Focus on books", Measuring Business Excellence, Vol. 7 No. 2. https://doi.org/10.1108/mbe.2003.26707bae.010

Focus on books

Implementing ISO 9001:2000: the journey from conformance to performance

T. Taormina and K.A. BrewerPrentice-Hall2002£43.99ISBN: 0130619094

Describes ISO 9001:2000 as the template for sound business models and practices, and includes a study on the implementation of an ISO 9001:2000 system in the asset recovery business division of Dell Computers. Helps readers to understand ISO 9001:2000 and its relation to other standards, and provides a comparison between the 2000 and 1994 versions. Targets those who are curious about what the new ISO 9001:2000 standard can do to help their business gain a competitive advantage.

Service quality management in hospitality, tourism and leisure

J. Kandampully,C. Mok and B. Sparks (Eds)Hayworth Hospitality Press2002£58.29ISBN: 0789007266

Examines nascent understanding, approaches and strategies pertinent to the management of service quality in hospitality, tourism and leisure organizations. Discusses such topics as the role of the service encounter, the relationship between service quality and customer satisfaction, the quality context in the UK, service quality monitoring and feedback systems, managing service failure, empowerment and its effect on service quality, managing and marketing internal relationships, cross-cultural issues, and the impact of technology on service quality. Contains some duplication among authors and chapters, but overall, this is a very worthwhile publication from both the academic and the professional perspectives: whereas its in-depth coverage of the topic will appeal to academicians, the book's practical applicability to the tourism, hospitality and leisure areas will entice practitioners. Presents some interesting new ideas and views on managing service quality, and should be on the bookshelves of instructors, graduate students and managers in the field.