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Keywords: Scotland
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Journal Articles
The relative importance of technology in enhancing customer relationships in banking – a Scottish perspective
Available to Purchase
Managing Service Quality: An International Journal (2004) 14 (4): 331–341.
Published: 01 August 2004
... delivered services must be right if customers are to be retained over time. Research was carried out in Scotland to elicit the views of personal bank customers, business customers and bank staff with respect to the use of different banking technologies. Findings point towards the need for a balanced...
Journal Articles
Continuous improvement in public services ‐ a way forward
Available to Purchase
Managing Service Quality: An International Journal (1998) 8 (5): 339–349.
Published: 01 October 1998
... sector is being increasingly confirmed and they do offer a way forward for the future in terms of achieving the difficult and never‐ending task of continuous improvement in public services. © MCB UP Limited 1998 Public sector Quality function deployment Scotland Service quality...
Journal Articles
Managing People and Quality in a Climate of Change
Available to Purchase
Managing Service Quality: An International Journal (1994) 4 (4): 41–44.
Published: 01 August 1994
... MCB UP Limited 1994 Local government Organizational change Scotland Service quality United Kingdom Local government in the UK is no stranger to rapid change. Nevertheless,the world of Scottish local government over the past 15 years has been one of almost continual pressure...
