Managing Service Quality: An International Journal: Volume 10 Issue 1
Table of contents
Using soft systems methodology to manage hotels: a case study
Hadyn IngramComplexity and a focus upon operations characterize the modern hospitality industry, and this often prevents management from spending time on reviewing strategic business…
The impact of demand fluctuation on the quality of service: a tourism industry example
Jay KandampullyThe focus of this paper is to examine the appropriateness of the use of “service packaging”, a concept capable of being adopted by tourism organisations to assist them in their…
Managing the green spaces: problems of maintaining quality in a local government service department
Robert JonesQualitative data from a sample of urban UK councils is used to present a longitudinal analysis of the problems of maintaining service quality in local government parks and open…
Walk‐through audit provides focus for service improvements for Hong Kong law firm
Elsa Lai‐Ping Leong Koljonen, Richard A. ReidThis paper describes and illustrates the application of a relatively new approach to assessing the operations management aspects of providing customer service. It presents the…
Organizational effectiveness indicators to support service quality
G. Ronald Gilbert, Ali M. ParhizgariTo survive in increasingly competitive markets, customer focused organizations are challenged to create and sustain long term loyal and supportive customers. To ensure long term…
Service quality at banks and credit unions: what do their customers say?
Anthony T. Allred, H. Lon AddamsBank and credit union customers were surveyed to determine bank and credit union service quality performance. The results of our study indicate that credit unions rate…
Training and education for TQM in the commercial banking industry of South Africa
Werner Vermeulen, M.J. CrousThis article discusses the importance of training and education for TQM. The best way to institute quality into an organisation, particularly a bank, is to train employees to do…