Two bodies of literature have tended to dominate in the area of quality: one has emerged from the manufacturing/operations management discipline, the other from services and marketing. The interface between both schools of thought is addressed less frequently, probably reflecting the traditional...

Considers the concept of the "listening" organisation and its influence on service and business performance. Specifically reports on empirical research which investigated the link between service quality information practices, the listening organisation and service and business performance. In...

Examines the complex relationship between listening and training practices and service performance by deconstructing an earlier model of service management developed by the London Business School and Warwick Business School in the UK. This research hypothesizes that the nature of the...