Citation
Kandampully, J. (2006), "Editorial", Managing Service Quality: An International Journal, Vol. 16 No. 2. https://doi.org/10.1108/msq.2006.10816baa.001
Publisher
:Emerald Group Publishing Limited
Copyright © 2006, Emerald Group Publishing Limited
Editorial
It is the customer that is the centre stage today, which is a quantum shift away from management’s past focus, the firm. Services theory, which is essentially founded on a customer focus, clearly illustrates the interrelationship between marketing, operations and human resources. Despite extensive discussion and research on the various factors that were built on these basic principles of services thinking, there would appear to be little impact on our day-to-day practices. As long as there is a disconnection between knowledge and practice, as evidenced by the continued disconnection between these three departments (marketing, operations and human resources), we are confined to where we were in the past. Now, the question is whether this disconnection between knowledge and practice is an issue of concern. If we were to accept this as so, how could we rectify it? I would appreciate your feedback.
Jay Kandampully