Managing service quality : (Record no. 36721)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02169naa a2200241uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 0100614422637 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211173802.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 101006s2010 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | SOLTANI, Ebrahim |
| 9 (RLIN) | 24581 |
| 245 10 - TITLE STATEMENT | |
| Title | Managing service quality : |
| Remainder of title | the managers' orientations and their consequences - case study evidence of current practice |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxfordshire : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | May/June 2010 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | Much of the existing research into the effectiveness of managing quality in both manufacturing and service organisations has tended to attribute the failure of quality-related programmes to factors such as limited resources, work overload, inadequate training or a lack of customer orientation. However, this study argues that explaining failure of service quality1 operations in terms of the aforementioned factors is far too simple. This study therefore aims to explore the linkage between management's approach and orientation and the effectiveness of service quality operations. In doing so, it takes a qualitative methodology in the form of 52 semi-structured interviews with different managerial levels in a sample of three service organisations. The findings reveal that the impact of quality initiatives on enhancing service quality is a direct function of, first, senior management's approach to the quality of service operations, and second, the existence of a certain degree of consistency between senior management's approach with that of middle and first line managers. The research findings present useful implications for both researchers and practitioners for better management of service quality operations which bring about increased productivity and performance at both individual and organisational levels |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Volume 21 |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Numbers 5-6 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | YING-YING, Liao |
| 9 (RLIN) | 42485 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | SINGH, Abhilasha |
| 9 (RLIN) | 34988 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | WEI-YUAN, Wang |
| 9 (RLIN) | 42486 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 21, 5-6, p. 673-686 |
| Place, publisher, and date of publication | Oxfordshire : Routledge, May/June 2010 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20101006 |
| Operator's initials, OID (RLIN) | 1442^b |
| Cataloger's initials, CIN (RLIN) | Daiane |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20101006 |
| Operator's initials, OID (RLIN) | 1745^b |
| Cataloger's initials, CIN (RLIN) | Carolina |
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