Statistical process control (SPC) can be applied to service processes, but the framework and methods may deviate from applications in industry. This was investigated in several pilot projects covering a range of service processes. Three main issues emerged. First, in addition to the traditional...

Purpose – The aim of this paper is to examine educators' perceptions of service quality in secondary schools. Research into service quality in a secondary educational context is somewhat scant, and where investigations have been undertaken, very little has been conducted from the educators'...

Purpose – The purpose of this paper is to propose a model for linking the dimensions of quality and how customers create their perceptions of quality in the products and services that they purchase. This provides a holistic framework for a better understanding of the various dimensions of...

Purpose – The purpose of this paper is to describe and apply teleological approaches from complexity sciences in services. Design/methodology/approach – The performance of service encounters and the outcome of service quality are dependent upon complex and dynamic interactions between...

Purpose – Service quality is an elusive and abstract construct, so that particular effort is required to establish a valid measure. Patients' perceptions of health services seem to have been largely ignored by health care providers. The purpose of this paper is to propose a modified approach...

Purpose – The purpose of this paper is to explore the influence of the leadership style on the service quality–customer satisfaction link. Design/methodology/approach – A special survey instrument was developed and tested with the use of exploratory factor and regression analyses. Findings...