Managing Service Quality: An International Journal: Volume 9 Issue 3

More effective leadership can bring higher service quality

Erwin Rausch

Leadership skills of managers in service organizations can contribute significantly to quality of service. Fortunately there is a fairly easy road to enhancing them. It is based…

Evaluation of service quality at events: the 1998 Coca‐Cola Masters Surfing event at Margaret River, Western Australia

Martin O’Neill, Donald Getz, Jack Carlsen

In stressing the importance of service quality to the events industry this paper seeks to investigate the conceptualisation and measurement of service quality and the…

Assessment of the service quality of a cancer information service using a new P‐C‐P attributes model

George Philip, Jonathan Stewart

Describes the development and use of a modified SERVQUAL research instrument for measuring the service quality of a leading Cancer Information Support Service from the perspective…

Innovation in public service management

Adrienne Curry

Recently the concept of best value has emerged and with it a number of priorities for public service managers. These include elements such as: a focus on the customer and citizen…

Taking a critical perspective to the European Business Excellence Model using a balanced scorecard approach: a case study in the service sector

Rodney McAdam, Edel O’Neill

In this paper the business excellence model is examined from a critical perspective by analysing the results from a three year university/organisation partnership. The…

Enhancing customer orientation of service delivery systems: an integrative framework

Mahmoud M. Yasin, Ugur Yavas

To streamline and improce their service delivery systems, service organizations have much to learn from their manufacturing counterparts in the use of quality and process…

Quest for value mix

Danny C.K. Ho, Eddie W.L. Cheng

This paper reexamines the traditional approaches to study value and quality, and suggests the need of linking these isolated approaches. A new concept called value mix which…

Co‐operative teamwork for service quality in East Asia

Dean Tjosvold, Jane Moy, Shigeru Sasaki

Managers and employees need a crisp understanding of the nature of the teamwork that improves quality service to customers. Field and experiment studies have shown the utility of…