Managing Service Quality: An International Journal: Volume 9 Issue 2
Table of contents
The qualities of successful people
John TschohlSuccessful people are self‐motivated people. If you want to be successful, you must enjoy what you do and empower yourself to do it exceptionally well. Your work, and your life…
ISO 9000, service quality and ergonomics
Stanislav KarapetrovicThis paper addresses some ergonomic issues in the ISO 9000‐based quality assurance. Ergonomics ‐ the study of human factors in engineering and design of systems is briefly touched…
Southwest Airlines ‐ living total quality in a service organization
George P. LaszloThe foundation blocks for quality in a customer service organization are management commitment, customer focus, and employee involvement; operational and administrative aspects…
TQM implementation for competitive advantage in healthcare delivery
Satya P. Chattopadhyay, Steven J. SzydlowskiAn examination of total quality management implementation projects in the healthcare industry is reported. Illustrations of the projects show how projects are predominantly…
Service transaction analysis: assessing and improving the customer’s experience
Robert JohnstonDescribes a service design technique that allows managers to systematically analyse the quality of their service processes at a detailed, or transaction level, from a customer’s…
The empowered classroom: Applying TQM to college teaching
Subhash G. Durlabhji, Marcelline R. FusilierTotal quality management (TQM) principles of 100 percent customer satisfaction/zero defects, self‐managing or autonomous teams, employee empowerment, and continuous process…
Hire capacity of rental services
John WalkerA rental service is a service in which customers arrive to request the hire of a rental unit. Customers arriving when all units are out on hire are turned away and considered lost…
Performance measurement in government services
Celik ParkanSummarizes a study that was carried out on behalf of a government department in Hong Kong, which provides service to public facilities. The department’s overall performance and…
Analysing service quality in the hospitality industry
Amy Wong Ooi Mei, Alison M. Dean, Christopher J. WhiteExamines the dimensions of service quality in the hospitality industry by extending the SERVQUAL scale to include eight new items that specifically pertain to the hospitality…