The service sector has assumed greater economic importance over the past decade. The latest statistics show that the sector accounts for 60 per cent of the value added in the European Economic Community (EEC). It is estimated that “doing things wrong” typically accounts for between 30 and 40...

Service quality is generally considered to be an intangible and as such, it has received relatively little serious attention from managers and, until recently, researchers have not conducted rigorous studies in this field. Involves a detailed empirical analysis of service quality issues. The...

Examines the relationship between perceived service quality and five dimensions of service quality (tangibles, reliability, responsiveness, assurance and empathy) identified by Parasuraman for the three types of service (pure service, mixed service and quasi‐manufacturing service) identified...

Business schools are under mounting pressure to decrease the cost of delivering education while improving programmes and services for students. Total quality management (TQM) provides a way to improve quality while reducing costs. However, since TQM involves fact‐based continuous improvement,...

Focuses on one of the most widely used service quality measurement scales, SERVQUAL, and looks at some of the areas of concern which have recently been raised regarding its viability as a comprehensive measurement tool for the service industry as a whole. While acknowledging the significant...

Presents a comparative analysis of the attitudes to and the use of quality management practices (QMP) in Australia’s manufacturing and service industries. Outlines the survey methodologies, lists questions asked and summarizes responses to them. Identifies and comments on statistically...

With escalating competition in the hotel industry, a growing number of hotels have considered service quality their top priority in maintaining competitiveness. To maintain competitiveness, the hotel management often needs to develop reliable service quality standards. Perhaps one of the best...

Compares, contrasts and assimilates the contributions of the TQM manufacturing and service quality management literatures. A manufacturing model of TQM is proposed, and then developed and enhanced in the light of concepts, tools and techniques which have emerged from the service quality...

Offers the view that TQM concepts apply equally to manufacturing and service industries and examines assertions through a survey of selected manufacturing and service companies involved in TQM implementation. To test the hypothesis a framework of 19 TQM dimensions is developed and, based on this...