...Les Galloway A number of models of consumer behaviour, or of the influences on consumer behaviour, imply non‐linearity and non‐reversibility. These include the order winning/qualifying criteria model from manufacturing strategy, and the satisfier/dissatisfier and zone of tolerance models from...

...Rodney McAdam; Edel O’Neill In this paper the business excellence model is examined from a critical perspective by analysing the results from a three year university/organisation partnership. The organisation, a major service based electrical utility, wanted to adopt a total quality culture...

...Martin A. O’Neill; Adrian J. Palmer; Rosalind Beggs Disconfirmation models of service quality have attracted a lot of discussion about how consumers’ expectations are formed, but relatively little about the nature of their perceptions of service performance. This paper seeks to redress the absence...

...Chong‐Chuan Lim A system model for ISO 9000 series of standards is proposed. It is based on the principles of system thinking. The author points out in the paper two system cycles that should be practised to make the system model visible: a system cycle on structure consisting of three...

...M. Senior; L. Randall Examines the perceptual blueprinting technique and its potential for monitoring, improving and controlling service quality within the healthcare community. Outlines the model for perceptual blueprinting in its four stages and describes the implications of possible results...

... commitment, for example, visible encouragement and positive role modelling. Discusses how senior management needs to develop the right organisation, and set clear goals and objectives. Advises senior managers on investing in training and building a team, while offering a leadership in TQM role model...

...Roger Price; Geoff Gaskill Considers the special challenges when applying total quality management to a research environment. Describes a three‐dimensional quality model and a strategic planning model used to develop research strategies aligned with business needs. Gives examples of successful...