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...

Using qualitative methodology in the form of semi-structured and in-depth interviews, this paper aims to understand the nature of relationship among hotel housekeeping managers, their partner agency managers, and their flexible workers. Based upon the interviewees’ responses and other...

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...

This document contains a bibliography of recent research relating to project risk management, bringing together relevant research scattered across a range of publications. It considers how success or failure can be defined for a project (more than simple time/cost/technical target achievement)....

Learning lessons from projects is important, but the practice of project post-mortems does not occur frequently in practice. Recent work suggests that, one reason might be the difficulty in identifying the "hard", non-intuitive lessons from projects, such as those resulting from feedback and...

There has been much prescriptive work in project management, exemplified in various "Bodies of Knowledge". However, experience shows some projects overspending considerably. Recently, systemic modeling research into the behavior of large projects explains project oversponds by "systemic" effects...

This paper reports on a model building process developed to enable multiple audiences, particularly non-experts, to appreciate the validity of the models being built and their outcomes. The process is a four stage reversible cascade. This cascade provides a structured, auditable/transparent,...