...Joan Henderson; Eddie McGoldrick; Rodney McAdam This paper presents a critical review of e‐service in Northern Ireland Electricity, highlighting the challenges faced by a large electrical utility, in integrating IT with customer service aspirations, such as customer education, attracting new...

...Joan Henderson; Rodney McAdam; Edel O’ Neill Northern Ireland Electricity is the largest listed plc in Northern Ireland. This article describes how the organization has managed its approach to total quality management since privatization, in 1992. Examines specifically the third stage of a three...

... key principles of the IIP award, and the criteria for achieving the standards required. Moves on to the Northern Ireland hospitality sector for an application example, and considers survey results comparing customer perceptions of quality (based on the SERVQUAL model) from two hotels, one with IIP...

...Olive Gabbie; Martin A. O’Neill Forms the first part of a two‐part investigation, exploring the relationship between quality service and customer expectations in the Northern Ireland hotel industry. Notes that, in line with customers’ demands for higher and higher service quality, the Province’s...

...Martin A. O’Neill Describes recent developments in the Northern Ireland tourist industry (following the ceasefire), which led to a 67 per cent increase in holiday traffic in 1995, and the impact of the recent return to violence. Investors in People is seen as a way of overcoming some...

...Rodney McAdam Describes the economy of Northern Ireland and the role of the Northern Ireland Quality Centre. Explains the Northern Ireland Quality Award, and the need to develop the criteria to bring it in line with the European Quality Awards. Examines how the alignment was achieved; and concludes...

.... Commences with an exposition of the main principles of quality management and goes on to discuss two examples of particular importance to the hospitality industry in Northern Ireland by focusing on two cases located in different sectors of the industry. Currently the overall pattern of world trade...

...Martin A. O’Neill; Margaret A. McKenna Discusses the service quality matrix as one strategy in attaining and maintaining service excellence in relation to Northern Ireland’s hospitality record. Presents a set of guidelines based on the ideals and concepts of total quality management as a means...