Managing Service Quality: An International Journal: Volume 7 Issue 1
Table of contents
Customer valuation as a foundation for growth
Duncan McDougall, Gordon Wyner, David VazdauskasCustomers differ widely in the long‐term value they represent to a company, and the “best” customers are often many times more valuable than the average ones. Cites four customer…
Customer satisfaction: the Xerox Canada story
Susan E. RobinsonLooks at how Xerox Canada modified the Xerox Corporation’s “Leadership through quality” strategy to focus specifically on customer satisfaction. Traces the development of the…
Avis ‐ where employees take ownership of customer service
Lesley ColyerTakes Avis as a case example of a company which has empowered its employees to take ownership of customer service by developing high levels of competence, combining knowledge and…
Customer focus ‐ a commercial imperative
George CoxArgues that, underpinning the competitive features in today’s business world ‐ products, quality, price, service, customer base and market access ‐ are four key elements: culture…
Practice of excellent companies in the real estate industry
Cynthia L. Mercer, Brian H. KleinerNotes the competitive nature of the US real estate industry and reports on the three largest firms which are continuing to grow despite the difficult market situation. Emphasizes…
Practices of excellent companies in the retail industry
Sherrie La Vere, Brian H. KleinerAttempts to reveal the successful practices of three unique retail operations. Shows that the companies reviewed have a history of success but are also known for finding new ways…
Practical steps to empowered complaint management
Sarah Cook, Steve MacaulayMany organizations are embracing the concept of empowerment, the devolution of responsibility and ownership for decisions in the workplace. Considers how empowerment can lead to a…
SERVQUAL and the Northern Ireland hotel sector: a comparative analysis ‐ part 2
Olive Gabbie, Martin A. O’NeillSome practitioners maintain that the main problem with introducing a quality management system such as ISO 9000, is the amount of paperwork required to maintain it. Many believe…
Semi‐intelligent quality? An introduction to using computers to resolve quality problems in the motor trade
Stephen C. Willoughby, D.K. WilsonExamines an approach for introducing total quality management (TQM) in a small safety, engineering and management consultancy. The assessment of the organizational climate using a…
Quality improvement in a safety, engineering and management consultancy ‐ part 1
B.G. Dale, H.G. HarteExamines an approach for introducing total quality management (TQM) in a small safety, engineering and management consultancy. The assessment of the organizational climate using a…