International Journal of Service Industry Management: Volume 1 Issue 2
Table of contents
Service Operations Strategy: Framework for Matching the Service Operations Task and the Service Delivery System
Colin ArmisteadService organisations must produce and deliver a service packagewhich matches the expectations of their customers. A framework for aservice operations strategy, its analysis and…
The Synthesis of an Analytical Model for Professional Service Firms
Peter BarrettThe development of a conceptual model of the professional firmwhich is drawn from two broad areas is summarised: the task‐orientedliterature centred on the abilities of those…
Service Quality: An Investigation of Customer Care in Major UK Organisations
Barbara R. LewisA research initiative, focused on quality customer care in serviceorganisation and recently completed in the Financial Services ResearchCentre, is presented. Empirical data was…
Implementing a Successful Quality Improvement Programme in a Service Company: Winning the Deming Prize
Gary Dessler, Dana L. FarrowOn 18 October 1989, Miami‐based Florida Power and Light Company(FPL), Florida′s largest utility, became the first company outside Japanto win the Deming Prize. Awarded annually…
Quality Measurement in Service Industries
Rhian Silvestro, Robert Johnston, Lin Fitzgerald, Chris VossA number of writers in the service management literature haveobserved that because service quality is difficult to measure there is adanger that service organisations will neglect…
Competitive Strategies in Banking Services – Implications of Segmentation Analysis of Consumers by Age Groups
A.H. Clarkson, M.A. Stone, M.J. SteeleA potential customer base of older, wealthier people derived froman ACORN sociodemographic sample of target sample household groups inScotland was investigated using a postal…