Using a survey, this paper provides information about the current state of performance management (appraisal) from a sample of UK-based EFQM-affiliated organizations. It particularly focuses on several critical issues of performance management in the context of TQM including: the effectiveness...

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...

Markets have become global, with competition and pressure arising from various sources and with increasing rapidity. The competitive reality of the 1990s takes for granted many of the old concerns such as quality and low costs as mere starting points in the struggle for survival rather than as...

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A thesis submitted in partial fulfilment of therequirements of the University of Wolverhamptonfor the degree of Doctor of Philosophy

Family businesses and business families existed long before the genesis of historians and economists. In most economies, family business is estimated to represent over two–thirds of all enterprises and accounts for about half of the economic activity and private employment contributing to the...