...Nigel Hemmington; Peter Beomcheol Kim; Cindie Wang Empirical studies based on self-completion survey data from 150 customers of two full-service hotels in Taiwan were conducted in to examine the practical utility of IPBV. Eight key benchmark typologies were identified...

... are encouraged. © Emerald Group Publishing Limited 2004 Service quality assurance Data encapsulation Retailing Benchmarking Service quality has long been recognized as an important issue in both the public and private sectors in the USA, but, in recent years, even greater attention has been...

...Andrew Robson; Vas B. Prabhu It is reasonable to assume that levels of business excellence will vary considerably amongst a group of organisations; two recent studies of organisations in north east England support this hypothesis. Draws on these benchmarking data. Relates to 28 business excellence...

...Calum Webster; Yi‐Chen Lu Presents a method of operational benchmarking especially suited to those seeking a low profile or low key approach. Benchmarking is interpreted in a broad sense, thus making the technique accessible to those who would not want a large‐scale project. The IDEAS acronym...

...Gail Tutcher Discusses internal benchmarking – what it means and what it can do for companies in the way of improving the quality of their product. Shows that benchmarking needs to be regularly repeated to maintain and progress company quality. Concludes that, though internal benchmarking...

...R. Wargo Focuses the preliminary stages of a study conducted by the International Benchmarking Clearinghouse in 1993 to clarify the process of transforming research data into definable improvements. Points out the power of secondary research in identifying benchmarking partners...

... Defines benchmarking and outlines some common pitfalls for organizations undertaking it. Suggests that the European Quality Award model provides an organization‐wide focus of benchmarking activities. © MCB UP Limited 1993 BENCHMARKING TQM Viewpoint Achieving award status COLIN SCURR...

...T. Mosely; B. Moores Benchmarking within the service industry is not as easily definable as in manufacturing, where there are many processes common to companies in businesses which are different from one another. Many of the key elements of service quality are more nebulous. Describes the study...

...R. Brooks; T. Wragg Asserts that any benchmarking activity to improve service performance must develop a combined external and internal perspective. Offers advice on benchmarking techniques, useful measurement approaches and how they can be used effectively. © MCB UP Limited 1993...

...S. Speller; A. Ghobadian Second of two articles focusing on public sector service quality. Looks at a number of local authority case studies, and benchmarks these against the service quality model of Parasuraman, Zeithaml and Berry. © MCB UP Limited 1993 BENCHMARKING PUBLIC SECTOR...

...A. Pozos Focuses on Pacific Bell telecommunications company and its benchmarking process to measure customer satisfaction. Explains the company′s current process m eight steps performed in sequence m and the results obtained. © MCB UP Limited 1993 BENCHMARKING PACIFIC BELL SERVICE...

... Notes the differences between benchmarking and intelligence gathering and suggests that some benchmarking initiatives fail because these differences are not realized. Outlines other reasons why initiatives fail and offers a short checklist to help prevent some common errors when commencing...

... to implementation. Recognizes that ongoing benchmarking against world‐class organizations is the way forward in continuously updating quality management programmes. © MCB UP Limited 1991 ACCOUNTING BENCHMARKING IMPLEMENTATION TQM USA Focusing on excellence IRA GOLDSTEIN This article describes why...