...Terri Shapiro; Jennifer Nieman‐Gonder Purpose The purpose of this paper is to investigate the effects of organizational justice‐based recovery strategies and the mode of communication used following a service failure on key organizational variables including customer satisfaction, loyalty...

...Benoît Meyronin This paper raises the question of the impact that the increasing use of information and communication technologies (ICT) has on the process of creating value and the differentiation in service activities. We shall develop the idea that electronic intermediation tends to “impoverish...

.... This improved communication may lead to a reduction in complaints against solicitors. The paper concludes that the Internet will have a profound effect on the way private law firms conduct business. To date, goods ranging from books and CDs to train and airline tickets have been sold successfully...

... that relationship. © MCB UP Limited 2000 Quality Publishing industry Communications How do we know if an article is good or not? In the brief piece entitled “In the eye of the beholder” (Peters, 1998), the author points to the difficulty of establishing the definition of a “good” article...

...Alan Phelan; John Griffiths; Steven Fisher In the modern global marketplace, failure to respond to customer requirements can have dramatic effects on the success of manufacturing companies. Supporting customers after the “market” is a key element of such a response. Communication systems can...

... ‐ the ability to renew and recycle their parts continually while maintaining the integrity of their overall structure; and 2 self‐transcendence ‐ the ability to reach out creatively beyond physical and mental boundaries in the processes of learning, development and evolution. Communications ISO...

... an ever improving understanding of their developing requirements and expectations. We must strengthen processes that systematically open communications with our customers and link our businesses more closely. Similar attention must be paid to suppliers, whose own quality is an integral part of the final...

...Tony Rounthwaite The third in a series on the difficulties encountered in the fragmentation of the health service and private contracts, addresses the problems of communication and uneven development of different services. Considers the dangers involved in determining common standards and proposes...

...M. Williams Focuses on customers′ bad service experiences and the fact that these stick in the mind of the customer, even if it may only be a one‐off occurrence. Shows that correcting customer′s negative impressions is not the easiest road to embark on, but once communication channels are open...

...B. Kelly Looks at the communications event as an effective opportunity to launch an organisation initiative aimed at involving everybody in the task of improving quality. Outlines the elements involved in such events, the programme objectives, and finally methods for addressing and presenting data...