Skip to Main Content
Skip Nav Destination
Article navigation
Volume 2, Issue 1
1 January 1992
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 2, Issue 1
Research Article| January 01 1992

Different approaches Available to Purchase

J. Marsh
J. Marsh
Search for other works by this author on:
This Site
PubMed
Google Scholar
Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1992
Managing Service Quality: An International Journal (1992) 2 (1): 49–54.
https://doi.org/10.1108/09604529210029047

Examines various approaches to implementing TQM in the service industry, specifically within the Avon Training and Enterprise Council. Explains how management commitment to TQM can be achieved and maintained in service organizations. Details the key differences and similarities between service and manufacturing organizations. Outlines different methods of measuring TQM progress in the organization.

Keywords:
IMPLEMENTATION, PERFORMANCE MEASUREMENT, SERVICE INDUSTRIES, TQM, TRAINING AND ENTERPRISE COUNCILS
This content is only available via PDF.
© MCB UP Limited
1992
You do not currently have access to this content.
Don't already have an account? Register

Purchased this content as a guest? Enter your email address to restore access.

Please enter valid email address.
Pay-Per-View Access
$41.00
Rental
This article is also available for rental through DeepDyve. Read this now at DeepDyve
146 Views
View Metrics
How consumers perceive and react to AI-chatbots in service recovery: the serial mediating role of mind perception and psychological distance
Health and safety climates: influences on engagement and retention for frontline service employees
Restoring trust: gratitude vs. apology in healthcare service recovery
How parasocial relationships drive purchase intentions: a meta-analysis

Suggested Reading

Critical factors and performance measures of TQM
The TQM Magazine (August,2001)
TQM implementation in New Zealand service organizations
The TQM Magazine (October,1996)
Avon Training and Enterprise Council’s total quality journey
Managing Service Quality: An International Journal (February,1995)
TQM implementation: comparing Singapore’s service and manufacturing leaders
Managing Service Quality: An International Journal (October,2000)
Is your organization ready for TQM? An assessment methodology
The TQM Magazine (October,1995)

Related Chapters

Value distribution in state-owned firms: The case of two companies in Uruguay
Performance Measurement and Management Control: Behavioral Implications and Human Actions
The Limit of Bureaucratic Power in Organizations: The Case of the Chinese Bureaucracy
Rethinking Power in Organizations, Institutions, and Markets
Public Value as Performance: Politicians’ and Managers’ Perspectives on the Importance of Budgetary, Accruals and Non-Financial Information
Public Value Management, Measurement and Reporting

Recommended for you

These recommendations are informed by your reading behaviors and indicated interests.

Cited By

Google Scholar
This Feature Is Available To Subscribers Only

or Create an Account

Close Modal
Close Modal