Purpose – The purpose of this paper is to connect mindfulness with service quality constructs and apply the resultant framework, service‐mindful orientation (SMO), to the analysis of strategic perspectives and philosophical orientations of small to medium‐sized enterprises (SMEs) in Ghana...

Purpose – Services provided through the internet (e‐services) are typically offered as part of a broader Multi‐Channel (MC) service package, combining these services with services delivered through traditional channels (e.g. phone, physical facilities). Customers of e‐services display...

Purpose – The purpose of this paper is to explore how financial institutions adopt business process improvement (BPI) for improving service quality, to enhance customer satisfaction. To explain this adoption, it was necessary to develop a theory to explain the linkages between BPI initiatives...

Purpose – The purpose of this paper is to reveal and compare the SERVQUAL dimensions from the customers' and the managers' perspectives, and to examine their effect on customer satisfaction and business performance, respectively, in Jordan's mobile service industry. Design/methodology/approach...

The theme of this article is a reflection on the strategic importance of Quality Service, by staff from NatWest who are a major force in world banking. Amongst the main findings are that a Quality Service Programme which fosters continuous incremental improvement is an essential feature in...

The need for a strategic shift in senior management philosophy which encourages and promotes a culture of total employee involvement towards the attainment of service quality is one of the major competitive challenges facing the Australian banking industry in the 1990s. Some of these issues are...

A manufacturing process quality model for investigating the operation of a manufacturing unit has been developed incorporating the failure mechanism of instantaneous assignable cause, mean drift and standard deviation drift. Describes an illustrative example, showing how the new model can be...

Describes an investigation, in different types of services, of relationships between customers’ perception of service quality, and the importance which customers attach to elements of the service package. The scale for measuring service quality, SERVQUAL, which was discussed in Part 2 of this...

Discusses the potential of applying management support systems (MSS) in quality management in a service context and suggests a viable research direction. Describes a research framework using the critical success factor (CSF) analysis to identify factors critical to the success of service quality...