Service organisations do not always manage those items which affect customer satisfaction to the same level as manufacturing organisations, which indicates a possible mismatch between what customers think they are buying and what service organisations seem to be providing. Efficiency is...

An examination of the extent to which design principles based on commercial ideas of customer satisfaction and resource productivity are relevant in operating systems where there are multiple customers for the service, or where the customer is dependent on the service provider is carried out....

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...