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...

This paper explains varying degrees of employee commitment to organisational change across four organisations. Of the many workplace innovations in recent years, Quality Management (QM) is one of the most common and also, potentially, the most far-reaching. QM is the backdrop for a focus on...

Total quality management has been a central element in many efforts directed towards organizational change. Theories tend to fall into two extreme camps, which hold either that TQM transforms attitudes and behaviour or that it is nothing but a means to intensify work and tighten managerial...