...Vicente Martínez-Tur; Agustín Molina; Carolina Moliner; Esther Gracia; Luisa Andreu; Enrique Bigne; Oto Luque Purpose The purpose of this paper is to propose that the manager’s perception of the service quality delivered by his/her team acts as a precursor of his/her trust in team members. In turn...

...Conrad Lashley Suggestions for improvements in service quality in hospitality operations frequently advocate the use of empowerment as a strategy for the management of employees. Analysis of employer initiatives that claim to empower employees needs to distinguish those initiatives labelled...

..., particularly from human resource management (HRM), used by the service sector, and assesses their potential impact on service quality and total quality management (TQM). Many techniques are identified as being potentially supportive of quality improvement but some pose threats, particularly those most closely...

...Diane Ashness; Conrad Lashley Increasingly both academic and industrial commentators advocate that a commitment to service quality improvement requires the development of “service driven culture” or a “total quality culture”, based on approaches to human resource management which ensure greater...

...Alan Cowling; Karin Newman Total quality management (TQM) principles are now being applied in service industries in the UK, following their perceived success in manufacturing industries, with the particular aim of improving service quality. In financial services the impetus behind the adoption...