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TQM and service quality: a survey of commercial banking industry in Malaysia

Sit, Wen-Yi; Ooi, Keng-Boon; Loke, Siew-Phaik; Han, … - In: International Journal of Services, Economics and Management 3 (2011) 1, pp. 78-91

The objective of this paper is to examine the association between Total Quality Management (TQM) practices and service quality in Malaysia's commercial banking industry. This study is based on empirical data collected from a survey of 101 middle management employees of 20 commercial banks in...

Persistent link: https://www.econbiz.de/10009353008

Strategic profiling

Hill, Alex; Brown, Steve - In: International Journal of Operations & Production Management 27 (2007) 12, pp. 1333-1361

Purpose – The purpose of this exploratory research paper is to present a strategic profiling managerial framework that enables businesses to show visually the level of internal strategic fit in their organisation. Using this framework, service operations managers are able to understand the...

Persistent link: https://www.econbiz.de/10014789946

Total global strategy II : updated for the internet and service era

Yip, George S. - 2003 - [2. ed.]

Persistent link: https://www.econbiz.de/10004752660

Making meaning : how successful businesses deliver meaningful customer experiences

Diller, Stephen; Shedroff, Nathan; Rhea, Darrel - 2006

Persistent link: https://www.econbiz.de/10004863461

Strategic planning and design in the service sector

Larsen, Povl; Tonge, Richard; Lewis, Alan - In: Management Decision 45 (2007) 2, pp. 180-195

Purpose – The purpose of this paper is to report on the findings of a research project into strategic planning and design in the service sector sponsored by the Chartered Institute of Management Accountants (CIMA) and supported by the Design Council into Design for Accounting....

Persistent link: https://www.econbiz.de/10014932736

Strategic Planning in Bahrain

Khan, Golam M.; Ali‐Buarki, Ebrahim - In: Management Decision 30 (1992) 5

The tools and techniques of strategic planning are being increasingly used in many parts of the world. Suggests that, although the planners in Bahrain appear to have limited awareness, there is a clear need for them to become more familiar with various tools and techniques to enhance their...

Persistent link: https://www.econbiz.de/10014933515

Marketing Signals in Service Industries

Herbig, Paul; Milewicz, John - In: Journal of Services Marketing 8 (1994) 2, pp. 19-35

Describes market signals and market signaling, provides examples of their use in service‐oriented industries and, through a market simulation, examines their implications for profitability and competitive behavior. Marketing signals by firms within an industry are positively related to the...

Persistent link: https://www.econbiz.de/10014905518

How to Sustain the Total Quality Management Process after the First 12 Months

Lund, Klaus; Thomsen, Claus - In: The TQM Magazine 6 (1994) 5, pp. 47-49

Describes symptoms of a TQM process not working. From eight years experience working with TQM in the service industries, an 11‐point plan has been devised for sustaining the TQM process after the first 12 months

Persistent link: https://www.econbiz.de/10015033371

Institutions and service employment: a panel study for OECD countries

Messina, Julián - 2004

We live in a service economy, but the extent of development of service employment differs across developed countries …?erences in the recent expansion of service employment in OECD countries. It finds that GDP per capita, the size of the government … sector and the extent of urbanization are positively associated with the service employment share. However, the evidence …

Persistent link: https://www.econbiz.de/10011604366

The shift to services : a review of the literature

Schettkat, Ronald; Yocarini, Lara - 2003

)). Next, it treats studies analyzing differences in service-industry employment, and offers a discussion of studies focussing …

Persistent link: https://www.econbiz.de/10010261657

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