Table of contents
The rhetoric and bureaucracy of quality management: A totally questionable method?
Patrick DawsonNew empirical research is presented on the human resource management implications of introducing a service excellence programme into an Australian optometry company. The case…
Implementing quality in a small firm: An action research approach
Stephen Boon, Monder RamThe issue of quality remains an integral feature of the discourse on small firm development. Unfortunately, two potentially conflicting approaches to this issue are evident. There…
Empowerment: theory and practice
Adrian WilkinsonIn recent years, the term empowerment has become part of everyday management language. It has also been associated with popular management movements of the times such as human…
Service quality and human resource management: A review and research agenda
Tom Redman, Brian P. MathewsService organisations are striving to increase the quality of the services they offer. They are also using a wide variety of people management techniques. These two activities can…
TQM and BPR ‐ can you spot the difference?
Rob Valentine, David KnightsBusiness process re‐engineering (BPR) has been widely promoted as a technique for organisational survival in an increasingly competitive environment. The initial message and…
ISSN:
0048-3486Online date, start – end:
1971Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Professor Eddy Ng
- Professor Pauline Stanton