Focuses on one of the most widely used service quality measurement scales, SERVQUAL, and looks at some of the areas of concern which have recently been raised regarding its viability as a comprehensive measurement tool for the service industry as a whole. While acknowledging the significant...

Purpose – The aim of this paper is to explore the issues involved in developing and applying performance management approaches within a large UK public sector department using a multiple stakeholder perspective and an accompanying theoretical framework. Design/methodology/approach – An...

Purpose – The purpose of this study is to explore the formative development of construction supply chain guidelines or proposals in a UK region's schools' estates procurement process to more effectively address a forthcoming increase in investment. Design/methodology/approach – The research...

Purpose – The aim of this paper is to investigate the links and relationships between strategy and operations in local government improvement efforts under the umbrella of the Local Government Modernisation Agenda (LGMA) in England. More specifically, it explores the implementation of...

Investigates why some companies make a successful transition from ISO 9000 to TQM while others experience difficulty or failure. Identifies factors influencing a successful transition and their significance in the context of organisational learning. Methodologies employed include literature...

Purpose – The aim of this paper is to analyse how critical incidents or organisational crises can be used to check and legitimise quality management change efforts in relation to the fundamental principles of quality. Design/methodology/approach – Multiple case studies analyse critical...

Purpose – The purpose of this paper is to focus on the growing interest of the role of business in society, commonly referred to as CSR. Historically CSR can be traced back to the 1950s, although in very recent times there has been a virtual explosion of interest in its use and applicability...

Increasing competitive pressure from global markets and technological developments has resulted in the continual demand for business improvement philosophies and methodologies in operations management to address this challenge. The Six Sigma approach to business improvement has emerged in both...