... has planned to accomplish (Krishnan, 2005). TL provides a base for long-term organizational changes that, in turn, will provide essential grounds for reaching higher goals of organizational system. In service industries, it is a common complaint that employees are more likely to abscond...

... payoff by helping the organization to achieve its goals. But in turn, knowledge is from and for the process. Knowledge management Delphi method Distribution channels and markets Service industries Growth and globalization, coupled with recent advances in information technology (IT), have...

... to practicing managers, as they attempt to understand the dynamic and complex relationships between their organizations and the different components of the operational environment. Performance measures Service industries Performance management Literature Performance measurement is considered...

..., intangibility of output, and so forth, leading to assertions that service industry firms have been slow to adopt quality concepts and practices (Chen, 1998 ; Smith, 2000). Because of challenges imposed by the nature of services on quality management, Dorsch and Yasin (1998) have argued that benchmarking can...

... is demonstrated using data from the Australian services industry. All this necessitates the development of a logically well developed method capable of a fine compliance‐based ranking of taxpayers and/or industries based on some accepted economic theory. In the process, such targeting will hopefully be seen...

...Nicholas Beaumont; Amrik Sohal Reports the results of a survey of quality management practices (QMP) in Australian service companies. Although service industries are much more important contributors to GNP and employment than manufacturing industries, most quality management literature is oriented...

... and emphasis. © MCB UP Limited 1995 Benchmarking Manufacturing industry Performance measurement Service industries TQM Utilities This article outlines the results of a survey into best‐practice performance measurement in companies using total quality management(TQM). A postal survey...