Managing Service Quality: An International Journal: Volume 3 Issue 2
Table of contents
Monitoring research techniques
D. CarpenterIdentifies some pitfalls of market research data‐gathering and provides guidance on what is deemed good practice when researching the views of customers. Defines the basic…
Evolving complaint procedures
C. AdamsonLooks at the recent growth of customer complaint handling or customer recovery programmes in UK organisations. Discusses the development of customer relations services and…
Calculating customer happiness
D. OwenExplores particular problems associated with the measurement of customer satisfaction in the financial services industry. Describes the work that the retail banking division of…
Revealed at source
S. HurstExamines the activities of Business Efficiency Monitoring (BEM), a major provider of ′mystery customer′ assessors to a broad range of client companies. Draws on this…
Quality within the community
J. MarshExplains how the Avon Training and Enterprise Council (TEC), based in Bristol, has established several successful multi‐organisational quality improvement teams and is currently…
The bustle of Brussels
Y. MathieuSheds light on the introduction of total quality to public services. Examines the management contract for STIB, Brussels′ transport company. Reviews the four key principles…
Just the ticket
M. WilliamsBriefly examines the success of Trailfinders travel consultancy, much of it attributed to repeat of referred business. Argues that the company′s secret for success lies in the…
Soaring to new heights
J. RobsonArgues that customer service in the airline industry is the only thing that differentiates one company from another. Explains that British Airways discovered this during the 1980s…
The swing of the pendulum
T. Finlow‐BatesExplains a mathematical solution ‐ catastrophe theory ‐ may help to shed light on the pitfalls of reorganisation. Argues that organisational failures are not always the result of…