Stresses the necessity of systematic design of services. Asserts that systematic design is a necessary pre‐requisite for service quality. Describes how the Nordic School of Services has found that service quality is key to competitiveness and profitability. Asserts that gradually service...

Provides insights into NatWest Bank′s approach to managing service quality. Discusses how the bank views service to customers as the fundamental way to differentiate itself in the market place. Describes the adoption of TQM and how NatWest is actively engaged in designing quality processes...

Asserts that to be competitive, companies need to strike up Service quality alliances. Considers the growing importance of services and the blurring of the distinction between service and manufacturing. Contends that if we are to see more Service quality in the future there are two critical...

Describes annuitized valuation, which is a tool to measure the financial value of customer relationships. It measures the asset value of customer and represents the potential net cash flow of customers, over time. It can identify an imbalance (called a reward paradox) in the compensation...

Quality in tourism has many dimensions. Through quality management, efforts are being made to take account of the growing importance of individual aspects of quality. A Iprogramme with various instruments was designed for Swiss tourism with the aim of ystematically promoting and securing...

Written from a customer point of view and using the example of a large DIY chain store, describes how a culture change made a significant arrowing of the gap between desired and perceived customer service. Uses a model described by Parasuraman et al.

The most commonly used method ‐ the use of a formal questionnaire, administered at the end of term or end of semester ‐ is not useful for generating continuous improvement in the short term. Aims to explain the perceptions minus expectations gap analysis approach to obtain informal feedback...