The significance of the quality of work in the construction industry has been highlighted in recent years. Nevertheless, it is unusual to find that housing refurbishment projects have been undertaken with a clear emphasis on the service provided for tenants. To assess the scope for tenant...

Quality problems in the service organization are the result of the mismatch between prior expectation and perceived quality of the service. Each organization will attempt to determine the requirements of its customers and translate these requirements into product and delivery process...

This paper explores differences in the implementation of total quality management (TQM) in different types of service process, using a typology which distinguishes between services positioned along the continua of volume and variety. A case‐study‐based analysis of the implementation of six...

Over the past decade, SERVQUAL has emerged as perhaps the most popular standardized questionnaire to measure service quality. In this study, a conceptual model, INTSERVQUAL, was designed based on the original “Gap Model”, to explore the extent to which the construct service quality plays in...

Previous research into the efficacy of the quality assurance standards in the ISO 9000 series has rarely focused upon their deployment in services. The UK standard Investors in People (IiP) has received relatively little research attention as a quality management method. The paper reports an...

Service processes have different performance requirements than those of production processes because of their characteristics. In literature, a few studies can be seen in the field of reliability of service processes. Generally, reliability of service processes is taken into consideration in a...

Although the applications of grey system theory have been prosperous in the engineering field, there are very few applications to the management field. We argue that this theory is worthy of promotion to the management field. Therefore, the main purpose of this study is to demonstrate the...

This paper aims to assess the quality of the service offered by quality consultancies. To this end, an empirical study, using SERVQUAL methodology, was carried out on Spanish companies that had used consultants when introducing their quality system in keeping with the ISO 9000 standards. Company...

The main research question addressed in this paper is how two independent retail outlets in a franchise chain would react to each other on the quality of services. To better explain the interaction, the franchise as an organizational form and its peculiar characteristics compared to the...

The ability of a company to achieve excellence in service quality depends on the determination of service attributes and their desired levels. It depends also on the prioritization of service attributes, using appropriate quality improvement indices, in a consistent manner within the constraints...