Considers management views on the operation of quality management (QM) strategies in two service sector organizations, one in financial services and the other in hotel & catering. Examines some of the soft/HRM aspects of quality management. Finds that there have been moves towards the more...

The article combines consideration of the range of contextual factors that impact on management strategy and HR in the post-merger period (such as corporate structures and cultures, pressures from shareholders and regulatory and legal environments at national and international level) with an...