In March 1990, AT&T entered the credit card business under a unique set of circumstances; from its first day in existence, the company’s credit card subsidiary built itself up, based on total quality management principles. While most firms embracing total quality management have had to fit...

Points out that while most companies are lucky to survive even 15 years, there are some that exist and develop for a hundred years or more. Suggests that the reason for this contrast is to be found in a developed and self‐propagating corporate culture. Examines the core values or “commercial...

Correlates discrepancies between the importance attached to particular cultural values and their presence within a large professional services firm. Considers three types of correlates: personal demographics, work setting factors and affective responses to work. Data were collected from 1,608...

Although quality improvement is being sought, and total quality management is being applied in the service sector, the majority of applications which have been described are in environments similar to manufacturing in some important respects. Some of the cases are, evertheless, concerned with...

In 1981 the management of a manufacturing plant in Sydney decided to introduce TQM through the implementation of the principles and philosophies laid down by W. Edwards Deming. Determines the effects that this approach has had on the working procedures and the attitudes of employees. Personal...

Carello Lighting is a leading manufacturer of vehicle lighting, operating within a highly competitive market. Three years ago the business embarked on a total quality improvement programme developed with the assistance of the Price Waterhouse Group. Compares the objectives of the total quality...

A key strategic objective behind the introduction of TQM centres on ensuring employee commitment and participation in continuous process innovation for the purpose of improving operational efficiencies and developing a competitive edge within the expanding and dynamic marketplace. Uses the...

Reviews the literature on trade union membership in OECD countries. After considering the ways in which trade union membership is measured, trends in both membership and density since 1970 are examined. When cross‐sectional determinants are considered, density is found to be unrelated to size...

Uses a unique data set of 300 paired Turkish and Bangladeshi father and son immigrants in London to establish the extent to which immigrant workers are employed in jobs with adverse working conditions, the extent to which compensating differences in pay are obtained for such work, and the extent...

A strong body of research evidence has shown that better predictions of organizational phenomena would be achieved if greater emphasis was put on the interactive effects of potential independent variables. As an integral part of that research, contingency theory has been a landmark approach to...