Managing Service Quality: An International Journal: Volume 8 Issue 6

The competition for quality in the audit society

Gerald Vinten

Total quality management is both an aspirational and an inspirational concept with elements of the philosophical, quasi religious and qualitative juxtaposed with the empirical and…

ISO 9004‐2 quality management system ‐ the way to world‐class service

Y.K. Chan, K. Neailey, W.H. Ip

ISO 9000 series standards and total quality management (TQM) are two widely accepted approaches to quality management. The effectiveness of establishing a quality system on the…

Hospitality service quality and the role of performance appraisal

Catherine Cheung, Rob Law

This paper overviews the human resources processes and their relationships with service quality (SQ) and total quality management (TQM) in a hotel setting. More importantly, this…

Effective quality assurance in the personal investment industry: part 1 ‐ an impossible task?

John Groocock

This paper is a response to a consultative document by the Personal Investment Authority (PIA), the UK financial services industry regulator. The PIA exists, not because the…

The role of mystery shopping in the measurement of service performance

Alan M. Wilson

This paper reports on a programme of research in the UK aimed at examining the role of mystery shopping in the measurement and management of service quality. The research focused…

Empowerment ‐ the key to quality service

John Tschohl

Discusses employee empowerment techniques and illustrates with examples. Presents four myths of empowerment, five suggestions to achieve empowerment and nine tips on handling…

The impact of perceived control and desire to be empowered: an analysis of perception and reality

Karen Honegger, Steven H. Appelbaum

Examines the relationship between empowerment, desire to be empowered and perceived control among professional nursing staff in a small healthcare institution where recent…