Lessons from service America

Abstract

Discusses the adoption of skills‐based pay as a part of Total Quality Management schemes in three US companies, in respect of raising standards, retaining staff and increasing staff versatility. Provides a definition of skills‐based pay and a number of its major forms. Gives a few case studies to illustrate the use of skills‐based pay and a number of main learning points.

Citation

Cross, M. (1992), "Lessons from service America", Managing Service Quality: An International Journal, Vol. 2 No. 6, pp. 343-347. https://doi.org/10.1108/EUM0000000003150