...Dongjun Rew; Joo Jung; Wonsuk Cha Purpose The purpose of this paper is to verify the relationship between productivity and quality in the services sector. More specifically, this study investigates the relationship between productivity and customer satisfaction and its effect on a firm’s...

... approach. The findings of the study are based on literature search as well as research processes carried out in two maintenance service networks. Findings The study presents a framework and propositions on how to measure network value in maintenance services. According to the results, the network value...

...Henrik Eriksson Purpose The purpose of this paper is to describe differences among public and private, manufacturing and service and SMEs and large organisations regarding the outcome of quality management (QM) practices. Design/methodology/approach This study looks at the scores for different...

... by quality of service, cost/value of the meal, and place/ambience of the restaurant. Bell (1993) reported that restaurateurs are always searching for strategies to market to the post‐baby‐boomers. According to Siudzinski (2001), the profile of employees has to be appropriate to the age of customers...

...George Philip; Shirley‐Ann Hazlett Continues earlier work which described in some detail the theoretical basis and rationale for developing a modified SERVQUAL instrument (P‐C‐P attributes model) for measuring service quality. Provides a brief overview to service quality highlighting some...

...Ravi S. Behara; David E. Gundersen Theory building efforts in quality management have begun in earnest. However, while services continue to dominate the developed economies of the world, these studies have mostly focused on manufacturing firms. Research that addresses this limitation...

...Ashok Kumar; Jaideep Motwani; Luis Otero Manufacturers in Europe, Japan, and the USA have widely employed the Taguchi methods of robust experimental design in optimizing product designs and manufacturing/assembly processes. However, these methods have made relatively little inroads into the service...

...Joanne M. Sulek; Mary R. Lin; Ann S. Marucheck Assessing the impact of a quality improvement intervention on an organization is particularly difficult in a high contact service operation where the intangible service encounter is the unit of output. Frequently, accounting or financial data must...

...Bernd Jahnke; Michael Bächle; Monika Simoneit When trying to establish quality management in a service industry one is confronted with a particular set of problems due to the distinctive characteristics of service processes. Describes the assessment procedure for service processes using a case...