bluuebunny/crossref_metadata_2025 huggingface dataset:
Leadership performance in Greek enterprises using the EQA framework
Authors: Lipovatz D.
Published: July 2002

Leadership effectiveness is considered to be a key factor for the implementation of TQM. Although companies worldwide are increasingly adopting TQM, Greek companies have not taken major steps towards this concept. Research was organised by the Chemical Engineering Department of the NTU Athens in order to investigate leadership performance in Greek enterprises using the framework of the European Quality Award. The results of the research show that Greek leadership has generally not embraced the principles of quality so as to be able to drive the process of change towards total quality. Important factors with a double, positive and negative, influence on the leadership performance of Greek enterprises are the existence of a quality assurance system in accordance with ISO 9000 on one hand and the existence of a mother company on the other. Major weaknesses of leadership in the sample enterprises refer to inadequate communication at intra‐ and inter‐departmental level, to lack of organised and intensive training and to a rather formal commitment to total quality, just covering the requirements of the quality assurance system. However, an élite of four to five enterprises covering some of the leadership requirements of the EQA model at a degree of more than 60 per cent proves that TQM can be realised in Greece.
A window on quality improvement in the Czech Republic
Authors: King Rick , Gildea Michael , Edgeman Rick L. , Mansfeld George , Macurová Pavla
Published: July 2002

The Czech Republic has a long history of product excellence recognizable in such diverse areas as beer, weapons and shoe manufacture. Moreover, many of the ideas regarded as central to contemporary expression of TQM such as empowerment and primacy of the organization’s human resource are to be found in the 1920s and 1930s speeches and essays of Czech industrialist and organizational behaviorist Tomas Bata. Nevertheless, the Czech Republic faces distinct challenges brought about by the Velvet Revolution ‐ challenges common to many Central and Eastern European nations. Challenges, practices, trends and the future promise of quality in the Czech Republic are discussed.
Japan/ASEAN TQM project
Authors: Onitsuka Tadato
Published: July 2002

Over the past several years, the Standards Department of the Agency of Industrial Science and Technology, MITI has rendered technical aid to ASEAN countries: promulgating total quality management (TQM) systems that Japan had developed and found to be very successful; developing human resources; and contributing to the development of industries and economy as a whole. This project was designed to facilitate the implementation and promotion of TQM activities in ASEAN countries in order to develop their industries and promote international trade. This article describes the project.
Performance improvement: a total poor‐quality cost system
Authors: Harrington H. James
Published: July 2002

Quality cost systems have evolved from a purely manufacturing defect related cost reporting system that reflected the limited quality thinking of the 1940s to a poor‐quality cost system that reflects the total process quality orientation of the 1990s. The new poor‐quality cost system includes both the direct and indirect quality cost. It addresses key concepts like customer encore cost, lost opportunity cost and non‐value added cost. The focus of the poor‐quality cost system has drifted away from the manufacturing process and now focuses on the total business systems that represent today’s biggest opportunity for improvement. Poor‐quality cost in functions like marketing and sales can exceed 100 percent of the organization’s total budget. This paper explains how quality costs hav evolved to keep up with the quality systems’ evolution over the past 50 years.
Towards a European definition of TQM – a historical review
Authors: Krüger Volker
Published: July 2002

This article discusses the history of quality management in Germany, Japan, Britain and the USA. It suggests a need for further development of a European model for quality to fit the specific business and social cultures of European organizations.
Quality and humanity
Authors: Kondo Yoshio
Published: July 2002

Suggests that quality of product and service is the key to competitiveness in the open market. Points out that among the three corporate management indicators, quality possesses a far more human aspect than either cost or productivity. Notes that improving quality in creative ways reduces costs and raises productivity and that providing the three elements of creativity, physical activity and sociality is indispensable for human work. Looks at aspects such as the origins of the human interest in quality and the social nature of humanity. Concludes that without talking quality, it is impossible to speak of human motivation.
Quality assessment through statistically‐based sensory evaluation methods
Authors: Gatchalian Miflora M.
Published: July 2002

Among the many tools available for measurement of human perceptions of product and service quality, sensory evaluation methods have been found to be most useful, particularly for food and related products. In fact, sensory evaluation has been defined as a “scientific discipline used to evoke, measure, analyze and interpret sensations as they are perceived by the senses of sight, smell, taste, touch and hearing”. The practice was elevated to the realm of science largely because its practice can be made as precise as an instrument giving results which are consistent, reliable and valid. Some examples of sensory evaluation methods useful for food and non‐food products include product profiling through quantitative descriptive analysis, ranking for preference, triangle test for difference and hedonic rating scale for product acceptability measurement. The design for each of these “sensory measuring instruments” and the selection and preparation of samples for assessment are statistically‐based. Likewise, the methods of analysis and interpretation of results utilize tests of hypothesis and other statistical approaches.
Evolution from quality management to an integrative management system based on TQM and its impact on the profession of quality managers in industry
Authors: Mangelsdorf Dietmar
Published: July 2002

Quality has a long tradition in industry. In and after the Second World War we all focused on quality control. In the 1980s, quality management systems, as given in the ISO standards 9000 series, paved the way for a quality‐related business management. Advanced companies today are in a post‐ISO‐era, in search of business excellence to meet the challenges of the globalisation in all market segments. The total integration of all management aspects into an integrative business management will bring the breakthrough needed. This evolution will have a tremendous impact on the traditional profession of quality managers in industry.
Management Development
Authors: Wellman Neil
Published: July 2002

Explores and attempts to reconcile some of the differences between
traditional professional and academic management qualifications and
those based on the NVQ competence model. Based on the experience of
Universities and Higher Education institutions delivering open learning
MESOL materials to the UK health and social care sector, focuses on the
different assessment methodologies used by each. Concludes that it is
necessary to differentiate clearly between the traditional
input/knowledge‐based model and the competence‐based approach of the
NVQ. This will allow candidates to contextualize and consolidate
learning in the workplace prior to revisiting their performance at a
later date.
Health‐care Continuum
Authors: Deffenbaugh John L.
Published: July 2002

NHS managers must think of health care in a much wider sense than
equating it solely with the National Health Service. Health care should
rather be viewed as a continuum of businesses and services, including
research and development, manufacturing, distribution and actual service
delivery. Presents these and places them along a health‐care continuum,
which represents a systematic way by which the health care industry can
be analysed through its discrete, yet integrated, segments. Manpower,
along with finance and estate, are the key resource areas. Manpower
resources must be managed effectively in order to maximize value for
money, and ultimately ensure health gain for the patient.
Performance‐related Pay in Nursing
Authors: Martin Graeme
Published: July 2002

Examines the introduction of PRP into occupations like nursing. Essentially a literature review, examines the theoretical case for and practical problems of PRP in its “natural setting” in the private sector and highlights the issues of performance measurement, motivation and control in nursing. Generally concludes that any attempt to force individualized PRP into nursing that does not recognize the contingencies of particular trusts and those who work in them is likely to prove counter‐productive. Neither the theoretical justification nor the empirical evidence supporting PRP is sufficiently strong to warrant wholesale adoption. Instead, trusts which wish to bring about a focus on a more performance‐oriented culture would be better advised to refine performance measures and consider group‐based schemes.
Midwifery – From Parasite to Partner in the Ontario Health Care System
Authors: Wayne Taylor D. , Nesdoly Faith
Published: July 2002

Using several frameworks for public policy analysis, documents how
midwifery in Ontario evolved from being illegal in 1982 to being a
self‐regulated health profession in 1990. In 1985, the Ontario
Government agreed that midwifery should be “legalized”; but how to do it
was the question. The lobbying efforts of two coalitions armed with
research‐based evidence influenced the policy decision process.
Coalition A favoured midwifery becoming a self‐regulated health
profession based on their beliefs that: (1) childbirth should be
“de‐medicalized” and (2) the parents have a right to choose. Coalition
B favoured the medical model and believed that “treatment was
better”; it opposed home births, in general, and midwifery being
self‐regulated, in particular. Also examines future implications of the
Midwife Act.
Career management support for nurses
Authors: Edmonstone John , Watt Shirley
Published: July 2002

The downsizing of many areas of the NHS is now affecting nurse
education as it moves into the Further/Higher Education sector. Many
staff are terminating their employment relationship through early
retirement. Describes a career management workshop run for such staff
and makes reflections on careers, especially of the objective and
subjective kind.
Some personal reflections on job sharing
Authors: Meadows Sandra , Rankin Peter
Published: July 2002

Based on personal observation, discusses personal reflections on
job sharing – the application process, scope, and successes during
the first year. Notes benefits both for the job sharers and their
employers and indicates areas which the authors feel still need to be
addressed. Gives some suggestions for those considering job sharing.
Discrimination matters
Authors: Prest Catherine M.
Published: July 2002

Outlines the changes in legal restrictions on the eligibility of dismissed employees to pursue unfair dismissal claims. Includes a discussion of recent decisions in this area including the July 1995 decision in the case of R. v. Secretary of State for Employment ex parte Nicole Seymour‐Smith and Laura Perez and Employment Protection (Part‐time Employees) Regulations 1995 and assesses the impact of these decisions on personnel practice and disciplinary procedures.
Doctors and management ‐ a model for change
Authors: Gatrell John , White Tony
Published: July 2002

Views the closure of a hospital in an unusual manner. Questions the role of health workers as “care in the community” comes to the fore. Raises questions about psychiatric hospitals, people with mental health problems and mental health workers.
The challenge of education commissioning ‐ part 1: seeking value for money
Authors: Edmonstone John
Published: July 2002

The new education commissioning system in the NHS in England offers opportunities to health care employers to achieve greater value for money. This article offers five means by which this could be achieved ‐ tighter contracting with Higher Education; moving from block to cost‐per‐student contracts; using alternative education providers; fostering multiprofessional core education and adopting more flexible training methods.
Drug use management and IT‐based medical thesauri: issues of semantics and linguistics
Authors: Dhillon Gurpreet , Hackney Ray
Published: July 2002

Argues that by interpreting the semantic content of different actions, it will be possible to draw boundaries between those aspects of a system that can be computerized and those that will best serve the purpose if left alone. This will dissuade systems developers from being caught in the technology trap. The argument is conducted in the context of developing IT‐based medical thesauri for drug use management.
What chance a caring management culture?
Authors: Flanagan Hugh
Published: July 2002

Management of the NHS is necessary and vital to effective delivery of health services. It is not a process that can be avoided, whoever does it. New Labour needs effective managers in the NHS if they are to bring about the changes they want to see. Manager bashing, which New Labour is showing signs of continuing, is counter productive and encourages a climate of threat for managers which subsequently translates into bad management practice with its inevitable consequences for service quality and productivity. The NHS badly needs a positive long‐term strategy of serious investment in individual and organizational development. It is a question of balanced investment between the long‐term management capability of the NHS and immediate patient care. The major issues of rationing, priorities and the balance between health and health services will always be part of the difficult national and local management task. Some move by politicians in the direction of open recognition of these difficulties and the burden they place on the skill, will and courage of managers could go a long way to building a caring management culture.
Using the business excellence model to effectively manage change within clinical support services
Authors: Freer Jan , Jackson Sue
Published: July 2002

This article describes the journey of managing the change from seven separate health providing units to one overall team providing a range of services. To facilitate the change the Malcolm Baldrige National Quality Award self‐assessment model was used. The benefits and limitations of the model are described as are the activities undertaken to achieve a goal of delivering quality care within a customer driven rather than service driven focus. Finally the learning gained from the change is shared in an attempt to help others undertaking a similar journey.
Developing our leaders in the future
Authors: Hackett Mark , Spurgeon Peter
Published: July 2002

The role of the chief executive in a transformed organisation is an extremely challenging one. The development of vision, building a commitment to it and communicating it constantly are key skills for a chief executive. However, the need to build and empower the stakeholders within and outside the organisation to support the changes required to deliver the vision requires leaders who can connect with a wide range of people and build alliances and partnerships to secure organisational success. A passion for understanding human intervention and behaviour is needed to encourage, cajole and drive teams and individuals to own and commit to change and a new direction. This requires leaders who have imagination and creativity ‐ who seek connections and thread them together to create order out of incoherence. These skills are not taught in schools or textbooks, but are probably innate. They are what separate leaders from the rest. These skills need to be developed. A movement towards encouraging experimentation, career transfers and more individuality is needed if capable leaders of the future are to appear.
Executive Search and Selection Consultancies in France
Authors: Christine Britton L. , Ball Derrick F.
Published: July 2002

Examines the characteristics and structure of executive recruitment
consultancies in France. Search consultants recruit through
“head‐hunting” while selection consultants recruit through advertising.
These consultancies play an important part in the market for executive
recruitment. The nature of the product has implications for the
behaviour of the consultancies and the structure of the industry. There
is little or no price competition in the market; instead there is a
reliance on non‐traditional non‐price competition. There are two factors
which have affected the industry: the recession, which has led to
changes in the focus and role of the consultancies; and the creation of
the Single European Market, which has led to the increasing
internationalization of business.
Employee Investment Funds in Sweden
Authors: Burkitt Brian , Whyman Phillip
Published: July 2002

Analyses the economic influences that led to the development of the
proposal to introduce employee investment funds into Sweden in 1976.
Discusses the proposed objectives of the funds and describes the
controversy, both political and economic, which surrounded them.
Outlines the modified form in which employee investment funds were
eventually implemented in 1983 and considers the influence they exerted
on the Swedish economy and the extent to which they achieved their aims.
Assesses their possible evolution in the future.
Fiscal policy in Europe: the case of the Basque Country
Authors: Lémbarri Carlos
Published: July 2002

One of the most important challenges that the member states of the
European Union have before them lies in future decisions that will have
to be adopted in relation to fiscal policy. Most of the economies share
the aim of achieving public deficit reductions, without increasing
fiscal pressure unduly, and through measures to control public
expenditure, as well as the problems derived from fiscal integration and
fiscal reform. The Basque Country is a region endowed with most of the
instruments of economic policy, fiscal policy included. The
“Concierto Económico” (Economic Agreement) means that
the Basque Country can regulate and collect all taxes of the tax system
in an autonomous manner, as any other member state of the European Union
can. That is why all the above mentioned questions are as relevant to
the Basque Country as they are to all other countries. This is
especially true at a moment where initiatives of a structural character
are all the more necessary, but where also considerable weight has to be
laid on measures tailored to the current circumstances which not only
enable us to get out of the crisis as quickly as possible, but also
promote investment, improve competitiveness and reduce unemployment as
well. Explains and analyses the main current problems of fiscal and
financial policy from the particular perspective and initiative of the
Basque Country.
Food retailing opportunities in Eastern Europe
Authors: Myers Hayley , Alexander Nicholas
Published: July 2002

Considers the importance of Eastern European markets to Europe’s large food retailers. Describes and evaluates the international retail activity which has already taken place in Eastern Europe and the impact this is having on retail structures in Eastern Europe. Presents the results of a survey: compares senior retail executives’ perceptions of the opportunities which exist in Eastern Europe with their perceptions of other markets. Discusses the developmental role of Western European retailers in Eastern Europe and considers future prospects.
Environmental reporting in Europe: an analysis of UK and Spanish developments
Authors: Stittle John , Machota Blas Maria , Martinez Conesa Isabel
Published: July 2002

The interdependence of ecology and the economy has become a highly significant feature in contemporary European business society. This degree of interdependency emphasizes the need for compatibility of the goals of economic growth, environmental protection and the rational management of natural resources. The issues are not predominantly centred on economic growth versus environmental sustainability, but rather on the pragmatic acknowledgement that there needs to be recognition and compromise between competing aims. Seeks to examine European Union regulations relating to business environmental issues and to analyse the legal, political and professional adaptation processes of environmental regulation in Spain and the UK.
How Do Women Scientists Perceive Their Own Career Development?
Authors: Simpson Barbara
Published: July 2002

Examines the applicability of current career theory to women scientists.
Data were collected from a group of New Zealand women scientists and
interpreted using the Concept Mapping technique which produces a
two‐dimensional visual map of the participants′ responses. The results
show that the respondents see their own personal attributes and their
organizational environment as equally important for their career
development. They attribute success to internal qualities and do not
perceive significant barriers to their career development from external
sources. This finding is in conflict with many studies which show that
women experience significant barriers to entry and barriers to
participation, especially in professional fields. In the case of the
science profession, however, women continue to be such a small minority
of the workforce that survival may necessitate their adoption of the
male values which inevitably dominate in their workplaces.
Successful CEOs in Tough Economic Times
Authors: Sarros James C. , Santora Joseph C.
Published: July 2002

Describes a study of 104 CEOs in Australia′s top 500 companies.
Identifies their reasons for success in times of economic downturn.
These reasons and attributes contained both “hard” and “soft” management
skills, such as strategic management and interpersonal relationships
respectively. Compares major management challenges facing these
executives with findings in the USA. These challenges included global
competition, personnel matters, and continuous change. Ends with
strategies for business success based on the findings, with the emphasis
on international competitiveness, workplace rationalizations, and
leadership paramount.
Correlates of perceived bias in a professional services firm
Authors: Burke Ronald J.
Published: July 2002

Examines the relationship of individual demographic
characteristics, work‐setting factors and work outcomes to perceived
bias, both personally experienced and observed in organizational
decision making. Data were collected from 829 women and 766 men employed
in a single professional services firm using anonymously completed
questionnaires. Although both women and men perceived bias, women
reported significantly higher levels of both personally experienced and
observed bias. Perceived bias was correlated with work settings and work
outcomes similarly for women and men. Women and men experiencing and
observing more bias, described the work setting as less favourable and
were less satisfied, more likely to quit and saw the organization as
less committed to fairness and due process. Draws implications for
management and organizations.
Career enhancement through foreign language skills
Authors: Bloch Brian
Published: July 2002

Illustrates the rising significance of foreign‐language training
with respect to employment opportunities in commerce and industry. Draws
on a wide‐ranging and diverse base of literature in order to indicate
the value of learning a foreign language, the manner in which such
training can be utilized and several other fundamental considerations
relating to language and employment. Issues analysed include: the
linkage of linguistic with other skills, which students are likely to
benefit the most from language training, the impact of various levels of
proficiency, language for business as opposed to general language
training and the cultural element in terms of career prospects. Makes
objective and subjective evaluations as to the significance of these
various issues with the aim of assisting students, employees and
educational institutions in assessing the benefits and costs, advantages
and shortcomings of different types and levels of language education.
Arab business administration students: attributes and career
decision making self‐efficacy expectations
Authors: Abdalla Ikhlas A.
Published: July 2002

Explores the direct effects of internal orientation, self‐esteem,
instrumentality, expressiveness and the interactive effects of
internality, instrumentality and self‐esteem on the variance of career
decision‐making self‐efficacy expectation. A set of questionnaires was
administered to a group of Kuwaiti college students (Bachelor of
Business Administration programme) which consisted of 84 men and 150
women. Results indicated that among men and women instrumental
attributes had a considerably stronger positive relationship with career
decision making self‐efficacy than the other independent variables and
that while the interactive effect of internality and instrumentality on
career decision making was significant, the interactions of internality
and self‐esteem and instrumentality and self‐esteem were not. Discusses
results and implications in the context of Arab sociopolitics.
Multiple roles of consumption emotions in post‐purchase satisfaction with extended service transactions
Authors: Dubé Laurette , Menon Kalyani
Published: July 2002

The focus of this paper is on the emotional experience of consumption and its impact on satisfaction in the context of extended service transactions. Drawing on a multi‐component perspective of emotions, we present a series of research propositions to specify how both retrospective global judgments of consumption emotions as well as their in‐process experience (i.e. their experience during the sequence of episodes composing the transaction) determine post‐purchase satisfaction in multiple ways. At the retrospective level, we propose that while the expected direct relationship between satisfaction and positive emotions will emerge, the equally expected inverse relationship between negative emotions and satisfaction will be found only for negative emotions attributed to the service provider. Negative emotions attributed to causes other than the provider (i.e. to the situation or to oneself) may be positively associated with satisfaction. At the in‐process level, we propose that the experience of distinct emotions at a certain stage of the service may influence the consumer’s expectations for and perceptions of the provider performance, and/or the expressions and behaviors of the consumer himself and those of the provider in the subsequent episode. Such in‐process effects of emotions will then determine their relationship with post‐purchase satisfaction. Theoretical and managerial implications are discussed.
Leveraging the potential of process technology through workflow scheduling
Authors: Gomes Paulo J. , Meile Larry C.
Published: July 2002

The paper proposes that improvements in the productivity of process technology can be achieved by analyzing and instituting changes in the rules and methods through which work is organized. The implementation of information‐based process technology in a bank’s check processing system provides the context for the study. A simulation approach is used to assess the benefits of introducing alternative workflow scheduling rules after implementation of the new technology. Results from a hypothetical setting, using data from an actual check processing center, demonstrate the cost advantages of introducing a priority‐based scheduling rule. The implications and problems associated with practical implementation are discussed.
Service Quality: An Investigation of Customer Care in Major UK Organisations
Authors: Lewis Barbara R.
Published: July 2002

A research initiative, focused on quality customer care in service
organisation and recently completed in the Financial Services Research
Centre, is presented. Empirical data was collected from a number of
major UK companies financial services, retailing and leisure and the
findings which are summarised here relate to three elements of the
project: an investigation of the nature and extent of customer care
programmes, an assessment of consumer expectations of service quality
and the perceptions of service received, and an evaluation of employees′
perspective on the provision of service quality within their
organisations.
Dimensions of Job Scripting in Services Organisations
Authors: Tansik David A. , Smith William L.
Published: July 2002

The role of scripts as a job design tool, and the functional and
dysfunctional impacts of mindlessness that can result from the habitual
and repetitive performance of scripts is examined from a service
perspective. Five dimensions of scripts are then proposed: script
complexity – the degree to which scripts require cognition during
their performance; script intensity – the degree to which the
script permits variation and adlibbing in its performance; number of
scripts – an absolute measure of the number of scripts that must
be learned to perform the job; percentage of time in script – the
percentage of work time spent in scripted behaviour; and percentage of
scripted duties – the percentage of a worker′s job duties or tasks
that are scripted. These dimensions are then examined in the context of
the degree of customer‐induced uncertainty experienced by service
organisations. Finally, a model is proposed that relates the five script
dimensions to high, medium, and low levels of customer‐induced
uncertainty.
The Service Factory: A Future Vision
Authors: Chase Richard B.
Published: July 2002

The “service factory” has been proposed as a new
approach to manufacturing strategy. The information, problem‐solving,
sales and support dimensions which underlie a service factory are
reviewed. A strategic planning methodology by which it can be applied is
provided, and five research questions which might be addressed through
empirical study are raised.
Intrinsic Service Quality Determinants for Pharmacy Customers
Authors: Hedvall Maj‐Britt , Paltschik Mikael
Published: July 2002

Service quality has been in the research limelight for some years.
The discussion of service quality concepts is continued here. Using data
from pharmacy customers, a four‐concept, pharmacy‐specific typology in
terms of professionalism, commitment, confidentiality and milieu was
developed, and a two‐concept typology for intrinsic service quality in
terms of willingness and ability to serve, and physical and
psychological access. The concepts are seen to encapsulate the essence
of several previously‐published models in the field of service quality.
Risk Management in a Service Business
Authors: Hollman Kenneth W. , Forrest Jack E.
Published: July 2002

Service businesses, like product manufacturers, face loss
exposures‐sets of circumstances that could give rise to losses. The
losses may never occur, but the firm must plan for the possibility that
they will. Risk management involves the treatment of loss exposures in a
cost‐effective manner to protect the firm against losses of a fortuitous
nature. The risk management process as it is applied in a service
business is described. The process involves a five‐step sequence that
service organisation managers can use to detect and evaluate loss
exposures, select and implement techniques to treat them, and monitor
the results of their efforts. Though the focus is on service firms, many
of the risk management ideas discussed are applicable to other types of
organisations.
Power, Conflict and Co‐operation in Brewer‐Tenant Distribution Channels
Authors: Shipley David , Egan Colin
Published: July 2002

Hostile environmental developments are requiring British brewing
companies to reshape their archaic distribution strategies. Examines
perceptions of the relationships existing between brewers and their
contractually‐tied public house tenants. Finds that brewers apply
excessive coercive power and insufficient reward power and that in
consequence there is extensive channel conflict and insufficient
co‐operation. Concludes that brewers are ineffective channel leaders and
makes recommendations for them to introduce a “partnership”
orientation to their distribution strategies.
Designing a Contemporary Hotel Service Culture
Authors: Teare Richard
Published: July 2002

Proposes that a key question for hotel operators in the 1990s is
how to create and sustain a service culture which appeals to consumers
and effectively differentiates their product offer. Raises five design
considerations for hotel companies wishing to improve the service
climate or culture within their organization. Develops these with
reference to case examples taken from five UK national and international
hotel companies. The examples have been selected to show how each
initiative provides an effective mechanism for contemporary,
customer‐led service development.
Staff Perceptions of Service Quality in a UK Clearing Bank: Some Empirical Findings
Authors: Howcroft Barry
Published: July 2002

Attempts to ascertain the views of clerical staff in a major UK
clearing bank on the quality of customer service within the retail
branch network by a field survey together with a series of focus group
discussions undertaken to address four specific issues: what did
clerical staff understand by the term “a quality customer
service?”; what were their views on the actual quality of service
given to external customers?; what were their views on the actual
quality of service given by the bank to its own staff (i.e. internal
customers)?; and, finally, what did they believe to be the main causes
of poor service both to external and internal customers?
HRM – A Service Perspective
Authors: Schneider Benjamin
Published: July 2002

First presents a brief overview of some research demonstrating a link
between employee perceptions of the service firms for which they work
and customer perceptions of the service quality they receive from those
same firms. Followed by discussion of a framework that provides some
insight into what customer‐focused HRM might look like. The framework
focuses first on the kinds of strategic choices service firms must make
(like whether to emphasize speed or tender loving care). Then some
implications for HRM of these choices are outlined with research
implications. Finally, it is argued that customer‐focused management in
general (simultaneously of marketing, of HRM, of operations, etc.) might
enhance competitiveness in the marketplace.
The Development of New Financial Services
Authors: Edgett Scott , Parkinson Steven
Published: July 2002

Although the service sector has gained increasing importance in our
economy, very little attention has been paid to how firms actually
develop new services. Reports on an investigation into how new retail
services are developed in the financial service sector. The authors, by
comparing successful and unsuccessful new services, have been able to
develop a model that effectively identifies a number of characteristics
that distinguish between success and failure.
Internal marketing: a review and some interdisciplinary research
challenges
Authors: Varey Richard J.
Published: July 2002

Presents an interdisciplinary literature review and research agenda
and suggests a number of propositions, in advance of new fieldwork, to
discover a revised or new theory of internal marketing as it relates to
organizational change management. The literature on marketing, services
marketing, corporate strategy, total quality management, operations
management, human resource management, and organizational development
reveals a body of work referring to or describing an “internal
marketing” concept or internal customer concept. This seems to
have grown out of an organizational internal communications perspective
and the notion of an “inner market” in the organization
comprising “internal customers”. Provides an extensive
overview of tactical and strategic issues relating to internal
marketing. Presents a resulting model and includes a comprehensive
bibliography is included, with suggestions for some themes for possible
fruitful research in this area of change management and service quality
management.
Modelling the relationships between process quality errors and
overall service process performance
Authors: Collier David A.
Published: July 2002

Describes research which continues the quest to model performance
using structural equation models. The objective is to provide meaningful
and substantively interpretable predictions of process performance using
structural equation modelling. Develops structural equation models which
clearly define the performance relationships for a backroom bank card
remittance process using criteria such as process quality errors,
employee turnover rates, labour productivity, on‐time delivery, and unit
cost. Also defines the idea of a process quality equilibrium point
(error rate) using structural equation modelling, and investigates how
to use these structural equation models to help set internal and
external standards of performance.
The service quality improvement strategy
Authors: Roy Beach Lee , Burns Lawton R.
Published: July 2002

The quality improvement strategy (QIS) helps managers decide where
changes in an organization′s services will improve its competitiveness.
The QIS measures customer perceptions of the organization′s services
relative to its competitors′ offerings (competitiveness) and relative to
what its offerings ought to be (satisfaction). The QIS logic uses the
intersection of competitiveness and satisfaction data for each service
to identify and prioritize improvements that will result in a
competitive advantage.
Assimilation processes in service satisfaction formation
Authors: Pieters Rik , Koelemeijer Kitty , Roest Henk
Published: July 2002

When assimilation processes occur, expectations have a direct impact on experiences, and experiences bias the memory for prior expectations. Reports the results of two studies which examine assimilation processes using path analysis. Formulates implications and recommendations for service management and for research.
The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study
Authors: Hallowell Roger
Published: July 2002

Presents the findings of a study performed on data from a large bank’s retail‐banking operations. Illustrates the relationship of customer satisfaction to customer loyalty, and customer loyalty to profitability, using multiple measures of satisfaction, loyalty, and profitability. An estimate of the effects of increased customer satisfaction on profitability (assuming hypothesized causality) suggests that attainable increases in satisfaction could dramatically improve profitability.
Strategies for globalizing service operations
Authors: McLaughlin Curtis P. , Fitzsimmons James A.
Published: July 2002

International trade in services is growing rapidly despite many barriers to trade. Consumer services are being established world wide and increasingly business services are becoming globalized in much the same way that manufacturing is outsourcing overseas. The manager of a service organization can no longer ignore international competition in services, especially the globalization of back‐room operations. Service managers need a framework in which to develop a global service strategy. Addresses two questions which managers face when developing a global service strategy: what are the factors that we can use to classify services in terms of their potential for moving globally; and how do these factors translate into strategies for the globalization of specific services? The most common dimensions for classifying service operations include consumer involvement and customization, complexity of inputs and outputs, and labour intensity. Examines five generic strategies: multi‐country expansion; importing customers; following your customers; service unbundling; and beating the clock.
Quality perceptions in the financial services sector
Authors: Boshoff Christo , Tait Madéle
Published: July 2002

Argues that one theme that has emerged consistently in the recent services marketing literature is the importance of frontline employees in service delivery. The internal marketing concept is based on the belief that a firm’s internal market/employees can be motivated to strive for customer‐consciousness, market orientation and sales‐mindedness through the application of accepted external marketing approaches and principles. Considers in this study that these objectives could be achieved by marketing, among others, the service firm’s goals, objectives and values to frontline employees. A causal model was constructed which included organizational commitment (as an intervening variable), frontline employees’ own perceptions of the service quality they deliver, and the service quality their supervisors believe they deliver as endogenous latent variables. The model was empirically evaluated with data from frontline employees in the banking and insurance industries.
Service recovery: its value and limitations as a retail strategy
Authors: Brown Stephen W. , Cowles Deborah L. , Tuten Tracy L.
Published: July 2002

Contributes to a growing body of service recovery knowledge by examining the impact of service recovery as a relationship tool, in addition to its well‐accepted role as a means to enhance customer satisfaction at the transaction‐specific level. Begins by providing an overview of the evolving concept of service recovery and continues by explaining the important and unique role that recovery plays in the service sector. A comparison of the concept of service consistency and reliability with the concept of service recovery leads to a statement of hypotheses tested in an experimental setting. Specifically, results indicate that while service recovery results in encounter satisfaction, service recovery does not significantly influence overall satisfaction, quality, image and future expectations. Rather, consistency of service influences these constructs.
The nature of corporate culture within a service delivery environment
Authors: Wilson Alan M.
Published: July 2002

Examines the nature of corporate culture in a service delivery environment. In particular, attempts to examine the level of consensus that exists with regard to the norms, values and behaviour of service personnel. The research included a programme of quantitative research within one retail bank, involving the completion of a questionnaire by 268 branch staff in 48 bank branches. The research found no evidence to suggest that corporate values and attitudes are shared by all of the service personnel in an organization. Instead there is a mix of company‐wide consensus on some issues and subcultural consensus on others. Therefore cultural consensus can occur at a corporate level, at a service team level or at a hierarchical level within an organization.
Market orientation in UK multiple retail companies: nature and pattern
Authors: Liu Hong , Davies Gary
Published: July 2002

Despite substantial research on market orientation in manufactured goods companies, few studies have examined the adoption of market orientation by retailers. Develops a framework for market orientation and examines the pattern of market orientation in UK multiple retail companies. Shows that market‐orientated retail companies bear similar characteristics to similarly orientated manufacturing companies. Finds that the overwhelming majority of multiple retail companies have a marketing department but most of them are more akin to marketing services departments with a responsibility mainly for support activities rather than for policy. UK retailers tend to be either market or operations orientated. Although 40 per cent of companies reported a market orientation, about 70 per cent claimed to be moving towards a market orientation in the next two years. A market‐orientated retailer introduces more new formats, tailors offers to targeted groups of customers, researches customers more and, to a large extent, co‐ordinates business activities. However, market‐orientated retailers do not enjoy higher financial performance than retailers with other orientations. Discusses the managerial and research implications.
“Tribal warfare” and gaps affecting internal service quality
Authors: Auty Susan , Long George
Published: July 2002

Analogies between internal and external service quality suggest that internal quality can be assessed without too much regard to differences between organizational customers and fee‐paying customers. Research into organizational networks, however, indicates the importance of environmental and atmospheric factors in exchange activities. In this paper we explore the gaps in service quality arising from the conflict between departmental and organizational loyalties. Using methods derived from the external model of service quality put forward by Parasuraman, Zeithaml and Berry, we consider the value of internal research into service quality and suggest that organizational power struggles and lack of communication lead to misunderstandings about the priorities and resources available for internal service exchanges. The greater empathy generated among the participating departments suggests that improvement can occur when there is closer interaction between “warring” but nevertheless dependent departments. Balanced against this is an overarching need for organizational goals to take precedence and for limited resources to be allocated according to the ultimate needs of the external customer.
Assessing the cross‐cultural applicability of a service quality measure A comparative study between Quebec and Peru
Authors: Morales Espinoza Miguel
Published: July 2002

This research assesses the psychometric properties of a service quality measure applied internationally and investigates cross‐cultural differences in perceived service quality between North American and Latin American consumers. With this purpose in mind a cross‐cultural survey was conducted in which consumers evaluated the quality of supermarket services both in Quebec and in Peru. Four culture value orientations were expected to account for differences in perceived service quality: individualism, collectivism, monochronic time, and polychronic time. Confirmatory factor analysis provided support for convergent, discriminant, and nomological validities of the performance‐only items scale measuring service quality cross‐culturally. Multisample analysis using structural equation modeling showed evidence of partial invariance of the measurement model in the two samples. The relative importance of service quality dimensions was different. Responsiveness was the most important dimension for Quebecers while tangibles was the most important for Peruvians. Further research must be conducted in order to explore how cultural differences shape perceptions of service quality.
Success factors for integration of ecodesign in product development
Authors: Johansson Glenn
Published: July 2002

On the basis of a literature review, 20 factors essential for successful integration of ecodesign in product development are presented in this paper. The success factors are structured according to six areas of concern: management, customer relationships, supplier relationships, development process, competence and motivation. By relating the factors to a number of product development elements that are generally claimed to be important for product development success, it is indicated that the integration of ecodesign to a great extent are related to the same elements. A few factors seem to be specific for the integration of ecodesign. These factors are related to competence and motivation. As many of the ecodesign integration success factors relate to those elements that are acknowledged to affect product development success, this implies that a company that manages product development well increases the likelihood of being successful when integrating ecodesign into product development.