... satisfaction with the service is also similar. Investigates if these conditions are met in the telephone services sector of the telecommunication industry in the USA and Germany. Confirmatory factor analysis results of various alternative dimensionalities provide the best support for a five‐dimensional...

... assessment (QA) or quality improvement (QI) function. These guidelines include the following: Pharmaceutical industry Service quality USA 1. (1) Assign responsibility‐plan: appoint director of the department/designee(QA); determine the leader and team (QI); share...

...John C. Crotts; Ron Erdmann The influence of national culture on consumer evaluations of travel services was the focus of this study. Drawing from a representative sample of overseas visitors to the USA, and controlling for socio‐economic and trip characteristics, results provide a limited...

... industry. Further, the relevance of lean manufacturing to other industries is considered. © MCB UP Limited 2000 Implementation Aerospace industry Lean production USA A recent example of an industry that has begun to focus on faster, more affordable development, production...

... of airport services. © MCB UP Limited 2000 Airports Service quality USA Over 3.2 million passengers pass through US airports each day. By the year 2009, total US scheduled passenger enplanements per year are expected to reach one billion. In addition, the number of international...

... a poor indicator of safety quality for this group of carriers. © MCB UP Limited 1999 Airline industry Service quality Safety USA The commercial airline industry in the USA was deregulated in 1978. Proponents of deregulation argued that regulation forced competition based solely...

... be utilized. Finally, a continuous process evaluation and improvement mechanism will be instituted. © MCB UP Limited 1999 Education Empowerment TQM USA The Total Quality Management (TQM) movement in US industry has sparked interest among business school administrators and faculty...

... for the future. © MCB UP Limited 1999 Community planning Health care TQM USA The market for delivery of healthcare services has been steadily moving into the private sector as part of a global phenomenon. The markets where socialized healthcare services are predominant are also beginning...

...David Moody; Jaideep Motwani; Ashok Kumar This paper examines the implementation of the principles of total quality management (TQM), benchmarking, and productivity in the human resource function of a hospital located in the Midwest region of the USA. This case study illustrates how basic efforts...

...Chris Taylor Finds that across corporate USA, companies are achieving remarkable results against quality, productivity and customer satisfaction targets, but outside their home town, or state, few receive much publicity. Profiles four more businesses (three were featured in the last issue...

...Kathryn Brown; Brian H. Kleiner States that the financial services industry has become one of the USA most visible players in the tough, new competitive era. What worked for corporations in the past has been re‐engineered; re‐evaluated, reprocessed, and reinvented in hopes of entering this new era...

... on ethics, and offers examples from the US Marine Corps, and others. © Company 1997 Armed forces Corporate culture Ethics USA Ethics in the way organizations go about their business is increasingly important to customers, who are becoming increasingly aware of ‐ and increasingly...

...Chris Taylor Reveals that in common with many US states, Oregon has its own quality award programme ‐ one of several across the USA familiarly described (in a manner which fails to do them full justice) as “mini‐Baldriges”. The Oregon Quality Award itself, was created in 1994 on behalf of the State...

...Chris Taylor Notes that across corporate USA, companies are achieving remarkable results against quality, productivity, and customer satisfaction targets. Outside their home town, or state, few receive much publicity. Presents profiles of three businesses from Oklahoma, USA, all of which have been...

.... A representative of a pesticide company in the south‐eastern USA often broke or missed appointments with one of his customers. And whenever he chose to appear, he always forgot to bring any tablets, even though the customer specifically requested this service when he signed up with the company. Furthermore...

... paid by customers; loan extension fees; transfer of lease and equity fees; lease charges; payments made on demo units by dealers and flooring income. © MCB UP Limited 1997 Benefits Employee selection Finance Motor industry USA Excellent companies in the automotive...

... care Employee development Real estate USA The US real estate management industry is becoming increasingly competitive as developers and others in the industry search for fees by entering the property management business. In addition, the ongoing industry consolidation is continuing...

...,continues today. In 1983, Paul Revere’s market share in the USA for its primary product, non‐cancellable individual disability income insurance,was 11.8 per cent, good enough for second place in a wildly competitive market. By 1994, market share had risen to 18.4 per cent, with no competitor above 10 per...

... and exceed customer expectations. © MCB UP Limited 1994 Gas industry Service quality TAG Group TAG Pipeline USA The TAG Group of companies, TAG Pipeline and TAG Marketing, are engaged in the purchasing, gathering, processing, transporting and marketing of natural gas. TAG Pipeline also...

... benefits of service integrity. Concludes with some guidelines on how to manage service integrity and suggestions for further research. © MCB UP Limited 1994 Customers Europe Quality Service quality USA A growing number of service companies in Europe and the US focus on quality...