... strategy Information technology Increases in labor costs and advances in technology encourage service firms to explore technology‐based service options (Dabholkar, 1996), which enable customers to produce services independent of service employees. This use of technology appeals to service...

... resource practices are employed in this relatively new and fast‐growing form of organisation. © MCB UP Limited 2002 Communications industries Information technology Professionalism Motivation Across all business sectors, call centres are being used to fulfil three main business roles...

.... The study highlights not only how the service is perceived from a customer point of view, but also what is important to the customers in their use of on‐line services. © MCB UP Limited 2001 Service quality Internet Measurement Customer satisfaction Information technology As society...

... et al., 1994; Dean in Quinn and Baily, 1994; Weill, 1990). Australia Banking Customer service Information technology TQM The push in recent years to provide superior quality has affected all industries. In the service industry, competitive advantage is achieved through...

... Brand image Brand names Information technology Trademarks Developing a brand name is another important part of the branding process. It can be approached from several angles – from team brainstorming suitable names through to using external agencies to research and develop suitable names. In all...

... Airlines Information technology Malaysia Airlines Service quality Strategy Malaysia Airlines’ vision is to become “An Airline of Excellence”,offering the very best to its passengers in terms of safety, comfort,service and punctuality. This vision was amplified by our chairman in the company’s 20th...

...David Jackson; John Humble Examines ways in which the information technology (IT) function can be more responsive to its customers. Puts forward a seven‐step plan, with the emphasis on action. The goal is to use IT to improve the two key factors – service as perceived by the customer and cost...

... Group seven years ago,when Safeway was the UK subsidiary of Safeway Stores Inc. based in Oakland, California. Customers Information technology Quality Safeway Supermarkets United Kingdom We have found how important it is to work closely with our suppliers, as we cannot put quality...

... in with the themes, and learn from their front line that work can be fun! © MCB UP Limited 1994 Banking Banks Cost reduction Customer service Firstdirect Information technology Midland Bank British banking by the 1980s had become a difficult and challenging business. The changeover from...

...K. Wetherell Reports on the progress of the US‐based Connecticut Mutual Life Insurance Company′s efforts to increase productivity and reduce costs through new information technology. Shows how the company has earned a reputation as an international leader in the use of information technology...

...John McManus; David Miles Describes the approach of London Underground Limited to the implementation of total quality management, highlighting the experience of the company′s information technology department. © MCB UP Limited 1992 PUBLIC TRANSPORT TQM INFORMATION TECHNOLOGY...

..., are the Cinderellas of the IT industry and are seldom addressed to their satisfaction. NAOMI WARD JONATHAN BROADHURST IT SERVICE QUALITY ISSUES The authors of this article have been workingfor a number of large Information Technology service customers, predominantly in government, using TQM philosophies...