...Christina Nizamidou; Fotios Vouzas Purpose The purpose of this paper is binary. At first, it explores the contribution of preoccupation with failure to total quality management (TQM) and crisis management (CM). Then, it analyzes how preoccupation with failure can advance the role of human...

...Christina Nizamidou; Fotis Vouzas; Katerina Gotzamani Purpose The purpose of the paper is twofold: first, to examine the interaction of quality, safety and crisis management (CM), and second, to explore the role played by an HR department in terms of CM. Design/methodology/approach This paper...

.... Crisis management Employee communications Telecommunications industry TQM TOTAL QUALITY MANAGEMENT HUMANE TECHNOLOGY JUDITHDELSANTER A merican Telephone and Telegraph (AT&T) is searching for a new identity, and a tailor-made quality After losing its communications monopoly, AT&T decided...