Why should local government show an interest in service quality?

TQM Magazine

Volumn 8, Issue 5, 1996, Pages 32-38

  Davison, John ^a   Grieves, Jim ^b  

^a Ryedale District Council   (United Kingdom)

^b TEESSIDE UNIVERSITY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

COMPETITION; LAWS AND LEGISLATION; PROCESS ENGINEERING; QUALITY ASSURANCE; QUALITY CONTROL; REGULATORY COMPLIANCE; STANDARDS; PUBLIC POLICY; TOTAL QUALITY MANAGEMENT;

COMPULSORY COMPETITIVE TENDERING (CCT); LOCAL AUTHORITIES; SERVICE QUALITY;

INDUSTRIAL MANAGEMENT; MANAGEMENT;

EID: 0030388327     PISSN: 0954478X     EISSN: None     Source Type: Journal    
DOI: 10.1108/09544789610146024     Document Type: Article

References (14)

1. Mellor, H.E., Leisure and the Changing City, Routledge and Kegan Paul, London, 1976.
2. Redman, T., Mathews, B., Wilkinson, E. and Snape, E., "Quality management in services: is the public sector keeping pace?", International Journal of Public Sector Management, Vol. 8 No. 7, 1995.
3. British Standards Institute (BSI), An Executive's Guide 1992 BSI,BSI, London, 1992.
4. Peters, T.J. and Waterman, R.H., In Search of Excellence: Lessons from America's Best Run Companies, Harper & Row, New York, NY, 1982.
5. Feigenbaum, A.V., Quality Control: Principles, Practice, and Administration, MGraw-Hill, New York, NY, 1951.
6. Juran, J.M., Quality Control Handbook, McGraw-Hill, New York, NY, 1951.
7. Reeves, C.A. and Bednar, D.A., "Defining quality: alternatives and implications", Academy of Management Review, Vol. 19 No. 3, 1994, pp. 419-45.
8. Benington, J., "Culture change club", Local Governmant Chronicle, 20 October 1995, p. 17.
9. Regan, W., "The service revolution", Journal of Marketing, Vol. 27 No. 3, 1963, pp. 247-53.
10. Edgett, S. and Parkinson, S.T., "Marketing for service industries; a review", Service Industries Journal, Vol. 13 No. 3, 1993, pp. 19-39.
11. Schneider, B., "The service organisation: climate is crucial". Organisational Dynamics, Vol. 8, Autumn 1980, pp. 52-65.
12. Schneider, B. and Bowen, D.E., "The service organisation: human resources management is crucial", Organisational Dynamics, Vol. 21 No. 4, Spring 1993, pp. 39-52.
13. Berry, L.L., Zeithaml, A. and Parasuraman, A., "Five imperatives for improving service quality", Sloan Management Review, Vol. 31-32, 1989, pp. 89-91.
14. Ovretveit, J., "What is quality in health services?", Health Services Management, June 1990.