... of comprehensive studies (from the management’s perspective) addressing the critical dimensions of TQS that will depict a holistic TQM philosophy in service organizations. The present study is an earnest endeavour to fill this void. Based on a thorough review of the prescriptive, practitioner, conceptual...

...Colin Armistead; Simon Machin Business process management is coming into the lexicon through the concepts associated with business process re‐engineering (BPR) and total quality management (TQM). TQM and BPR have been adopted by service organizations. Two questions are considered. What...

...Bernd Stauss The ultimate goal of total quality programmes is customer satisfaction. In order to reach that goal, TQM applies the customer orientation maxim internally, assuming that it can be applied without problems to internal services, too. Analyses the justification for this assumption. Argues...

... for some themes for possible fruitful research in this area of change management and service quality management. © MCB UP Limited 1995 Internal marketing Marketing planning Organizational change Service Service industries Service quality TQM The need for real improvement...

... and delivery process to be geared consistently to the needs of customers and the goals of problem prevention and customer satisfaction. © MCB UP Limited 1993 Customer satisfaction Operations management Service quality TQM ...

... MCB UP Limited 1991 Research Service industries Customer satisfaction TQM ...