Managing Service Quality: An International Journal: Volume 5 Issue 1
Table of contents
Quality versus cost – lessons for the late 1990s
Robert J. EvansExamines the success factors of the highest performing companies.Finds that these companies learn to delight their customers constantly;empower their own employees; and recognize…
The case for customer satisfaction
Chris TaylorExplains why customer satisfaction has become important in thebusiness world. Examines definitions of quality and then presents fourproblems which affect customer expectations…
Why it is customer loyalty that counts (and how to measure it)
Graham GouldProposes that no company can stay in business unless it hassatisfied and loyal customers. Suggests that there is a criticaldistinction between making more customers satisfied and…
World‐class operators: profiles of the 1994 Baldrige winners
Chris TaylorCustomer focus and satisfaction is a key category in the Baldrigeaward scheme. Provides a profile of the 1994 winners in each of thethree categories: manufacturing, service, and…
Improving customer service and satisfaction at London Underground
Mary MillerOutlines the ways in which London underground aims to improvecustomer service and ensure customer satisfaction. The key factor hasbeen the setting up of a customer service centre…
CIGNA: setting new standards in corporate customer service
Ailie FerrariExplains how CIGNA set out to improve the image of its productprovision and customer service. Outlines the historical background andthe decision. Describes how the company went…
Avon Training and Enterprise Council’s total quality journey
Jeremy ComleyExplains the aims of Avon Training and Enterprise Council (TEC) interms both of partnerships with those who employ skills and of trainingthose who provide skills. Outlines how…
Customer satisfaction measurement at Private Patients Plan
David RoseDescribes the service strategy adopted by Private Patients Plan(PPP) to achieve quality improvement plus customer satisfaction. Coverssix areas: the marketplace; the customer; how…
Quality and the financial service sector
John MacdonaldAnalyses the changes which have taken place in the financialservices industry in recent years. Shows how customer expectations havechanged and how customer power has increased…
Total quality management – what isn’t it?
Jon ChoppinThe author chaired a working party of the British QualityFoundation to develop the principles of total quality management. Heshares this experience and studies the common features…
Not so strange bedfellows: marketing and total quality management
Eugene H. FramLong‐term success of total quality management (TQM) programmesdepends on initiatives which form strong partnerships with marketingactivities. The objective of the partnerships is…