Cowling, Alan; Newman, Karin - In: Personnel Review 24 (1995) 7, pp. 25-40
Total quality management (TQM) principles are now being applied in service industries in the UK, following their … perceived success in manufacturing industries, with the particular aim of improving service quality. In financial services the … studies of TQM in manufacturing point to the need for high levels of motivation and involvement by staff, and the significance …