Reports on a survey of 67 middle managers and 174 front‐line workers, conducted in Hong Kong, which aimed to investigate the perceived impact of total quality management (TQM) programmes on job satisfaction. Both middle managers and front‐line workers considered that the TQM programme had...

Examines two hypotheses: first, that employees’ perceptions of their firm’s quality efforts are related to employee affective reactions (satisfaction, commitment, turnover intentions), with those perceiving greater organizational quality efforts exhibiting more positive affective reactions;...

Believes that organizations need to match their internal marketing programmes to fit with their external marketing orientation. According to the contingency view of marketing, we can achieve organizationally desirable outcomes, by managing the factors that lead to “mediators” in the form of...

Service uniforms have often been studied from the customers’ perspective, as they contribute to service expectations and evaluations. Proposes that the influence of uniform should also be considered from the service provider’s perspective. Discusses the first stage in the development of a...

Describes the process of team development, emphasizing the role of the team members. Notes the importance of “catalyst” team members and the need for pace in the development process and the meeting of objectives. Gives examples from the author’s experience and concludes that the process is...

Presents the positive side of conformance principles and reveals opportunities for continuous improvements in quality through achieving a balance between management control and employee empowerment. Describes the implementation of a structured framework ‐ the conformance cycle ‐ through...

Presents an ISO 9000 standard work instruction for “fun”. Describes activities to maximize the likelihood of creation of a fun work environment. Suggests that fun is a critical factor of employee productivity. Mixes humorous observations with practical advice for management, employees, human...

Observes that a recent focus of organization behaviour and management theory has been on desirable, yet informal organization behaviours. Explains that this behaviour is called organization citizenship, or the “good soldier syndrome” and, although the definition of organization citizenship...