Reports on the results and managerial implications of a Turkish study which investigated relationships between service quality, and customer satisfaction, complaint behaviour and commitment. Concludes that the ultimate success of any service quality programme implemented by a bank can only be...

Ninety‐four per cent of the bankers who responded to a recent survey think that establishing a sales culture is very important to their institution’s success, yet less than half had actually instituted even the most rudimentary reforms. This article outlines the reasons which make the...

In today′s competitive environment, the question is no longer whether to have quality assurance programmes, but rather how to make these programmes work. With this in mind, presents a conceptual framework outlining the components of a quality assurance system in the lodging industry setting....

Describes the implementation of a total quality assurance system in a fast food restaurant. The operations of the restaurant were analysed to identify ways to improve the quality and efficiency of the production and service delivery systems. A total quality assurance system combining statistical...