.... © Emerald Group Publishing Limited 2009 Stress Surveys Call centres The significance of frontline employees (FLEs) in responding to service failures is uncontested by managers and researchers alike (Bitner et al., 1994 ; Hartline and Ferrell, 1996 ; Singh, 2000). Because...

... respondents completed the survey. The primary statistical technique used is multiple regression analysis. Findings The findings support the hypothesis that culture has an impact on service recovery expectations. Three of the five cultural dimensions (i.e. individualism, masculinity, and long‐term...

...; McAlexander et al., 1994). Further supporting this position, the National Committee for Quality Assurance uses a patient satisfaction survey as part of its Health Plan Employer Data and Information Set (HEDIS) quality standards. Consequently, it is used in the Quality Compass report card...

...Martin O’Neill; Adrian Palmer Reports on a program of research to learn more about the effects of survey timing on customers’ perceptions of service quality. Argues that an individual’s perceptions of service quality may not be stable over time and that suppliers should be particularly interested...

... are analysed, based on a survey of 25 service companies. The results presented here are focused on 11 critical factors of quality management: customer focus, continuous improvement, teamwork and involvement, top management commitment and recognition, training and development, quality systems and policies...

...Janine Waclawski Examines the use of organizational surveys as a way of improving organizational performance in financial services firms. States that, in a service organization, culture is just as important as leadership style and sets out to demonstrate this. Customer skills ratings and financial...

... information media. Electronic media were all but unheard of three years ago. Despite their rapid growth, there is still a wide disparity between the use of traditional print media and the use of electronic media. © MCB UP Limited 1996 Corporate communications Electronic mail Employees Surveys...

...Jennifer Rowley; Keith Sneyd Describes a questionnaire‐based survey of the UK pharmaceutical industry which investigated the implementation of total quality (TQ) in research‐based environments. Concludes that two central issues which may merit further investigation are the relationship between TQ...

... on these data. Positive and negative relationships are indicated by + and signs. © MCB UP Limited 1995 Customer satisfaction Damages Leadership Profitability Service quality Surveys Clearly, the leadership behaviours of the manager in such situations is critical to maintaining...

...Colin Adamson Discusses the problems of customer satisfaction surveys, namely that hardly any department other than marketing receives the data collected;questionnaires are biased towards positive answers and are merely a political exercise – they are handed out by different departments and sent...

...S. Hurst Examines the activities of Business Efficiency Monitoring (BEM), a major provider of ′mystery customer′ assessors to a broad range of client companies. Draws on this organisation′s experience and explains the advantages to be gained from using mystery shopper surveys and defines how...

...Colin Armistead; Graham Clark Discusses a survey mailed to some 3,000 managers to ascertain how service managers approach the management of resource capacity to satisfy the demand for their type of business, and how this process impacts on their ability to maintain a constant delivery of the most...

...T. Collins Outlines the Metropolitan Police′s approach towards developing performance indicators to assist in gauging the quality of their service and the use of surveys as an indicator of public satisfaction. Details the ′PLUS′ Programme and its natural progression into Total Quality Management...

...Colin Coulson‐Thomas Reports on a survey, carried out by the British Institute of Management, which shows that to survive, organisations have to be more responsive to employee and customer needs. Asserts the successful management of relationships is critical to business success. Discusses...

...Lance Arrington Attempts to sketch out directions for business and quality management based on a recent survey of world business leaders. Discusses the reality of global trading on a 24‐hour basis and considers the findings of a survey carried out to determine how leaders of businesses intend...