Using a multiple case study, this paper is concerned with assessing the impact of senior management's approach and attitudes on service quality and its implications for middle and firstline managers. Date from 52 semi-structured interviews representing a variety of managerial levels suggests...

In contrast to previous research on HR performance evaluation in quality organisational environments, which is mainly confined to the literature and theory-based studies, this paper provides a partial answer to the question: 'what is a typical quality-oriented HR performance evaluation system'?...

Using a multiple case study, this paper is concerned with assessing the impact of senior management's approach and attitudes on service quality and its implications for middle and firstline managers. Date from 52 semi-structured interviews representing a variety of managerial levels suggests...

Purpose – This paper aims to address the question whether or not quality‐driven organisations have, in practice, tended to adjust their performance appraisal systems to integrate total quality management (TQM) requirements. Design/methodology/approach – To do so, the findings of an initial...

Much has been written on the nature of labour flexibility in the Western context and the extent to which it benefits employers in terms securing them cost-effective operations and flexible workers by offering them contingent work arrangements. Absent in this debate has been any examination of...

This paper presents key results of a research project on the application of service dimensions and classifications, to study differences between productivity management challenges across 12 important service sectors in the UK. The research methodology was mainly empirical in nature: unlike other...