Managing Service Quality: An International Journal: Volume 1 Issue 3
Table of contents
Attitude and commitment
SAMUEL COWGILLHow many times have we returned goods due to shoddy workmanship, bitterly complaining at the time lost and expense taken, not to mention the frustration and disappointment? How…
Quality through leadership
Michael WashDiscusses the start up of a quality programme, in this second part article. Argues that a vital start to culture change is training the top team in diagnostic and change agent…
A golden opportunity
John CarsonAsserts that it is important that customer satisfaction is properly measured for it is the only way to ensure that the process is delivering the right results. Contends that the…
CSM: the wave of the future
Lawrence CrosbyAsserts that the essential role of Customer Satisfaction Measurement (CSM) is not simply a research activity, but a key management tool. Suggests the Quality Integration Framework…
Internal customer satisfaction
Diane SchmalenseeAsserts that internal customer satisfaction, which is critical to successful services marketing, has three aspects: involvement, enablement, and pure internal customer…
It is of no use...!
Jim DuffyConsiders the relationship between customer attitudes and actual performance. Explores transforming customer satisfaction indicators into factual service performance measurements…
Step by step
Cormac O′HerlihyDescribes the Bank of Ireland′s approach to the how, what and where of measuring service quality. Discusses the measurement strategy and the adoption of the Roundtable approach…
Customer satisfaction measures
Tony HarrisonDescribes measures of customer satisfaction developed by one business within ICI, a major UK‐based chemical company. Asserts there is a lack of clear focus on customers…
Trying harder
Linda LashDescribes the efforts of Avis to provide monthly progress reports to the individual offices and departments who delivered the service, through their Customer Care Income…
Delighting customers
Frank PolischukDiscusses how Digital Customer Services highlights a survey on achieving good “scores”, helping everyone in the organisation to work towards customer satisfaction. Describes three…
Effective customer care
Martin Morris‐ColeMeasuring customers′ perceptions and expectations can be very difficult. Suggests how to avoid these difficulties and presents a proven measurement system. Asserts that to be…
Reporting to the owners
David HowardDiscusses top management′s response to a recent survey which shows that shareholders are not being informed of the cost of quality. Reveals the most important qualitative area…