Critical success factors for inflight catering services: Singapore Airport Terminal Services' practices as management benchmarks

TQM Magazine

Volumn 9, Issue 4, 1997, Pages 255-259

  Chang, Zeph Yun ^a   Yeong, Wee Yong ^a   Loh, Lawrence ^a  

^a NATIONAL UNIVERSITY OF SINGAPORE   (Singapore)

Author keywords

[No Author keywords available]

Indexed keywords

QUALITY ASSURANCE; VALUE ENGINEERING; AIRPORTS; CODES (STANDARDS); FOOD PRODUCTS; INDUSTRIAL MANAGEMENT; QUALITY CONTROL; STRATEGIC PLANNING; TOTAL QUALITY MANAGEMENT;

BENCHMARKING MANAGEMENT PRACTICES; CRITICAL SUCCESS FACTORS; JOINT VENTURE; MANAGEMENT PRACTICES;

QUALITY CONTROL; QUALITY ASSURANCE;

EID: 0030677335     PISSN: 0954478X     EISSN: None     Source Type: Journal    
DOI: 10.1108/09544789710181862     Document Type: Article

References (11)

1. Camp, R. (1989), Benchmarking - The Search for Industry Best Practices that Lead to Superior Performance, ASQC Quality Press, Milwaukee, WI.
2. Christopher, M. (1992), The Customer Service Planner, Butterworth-Heinemann Ltd, Oxford and Stoneham, MA.
3. Dale, B. and Oakland, J. (1991), Quality Improvement through Standards, Stanley Thornes Ltd, Cheltenham.
4. Gale, B.T. (1991), "Bringing customer satisfaction and market-perceived quality to life", Proceedings of Third Annual Customer Satisfaction and Quality Measurement Conference, Washington, DC.
5. Gale, B.T. (1994), Managing Customer Value, The Free Press, New York, NY.
6. Jayan, A.P., Benson, G. and Schroder, R.C. (1989), "An instrument for measuring the critical factors of quality management", Decision Sciences Journal, Vol. 20 No. 4, pp. 810-29.
7. Juran, J.M. and Gryna, F.M. (1993), Quality Planning and Analysis, 3rd ed., McGraw-Hill, New York, NY.
8. Motorola University Benchmarking Course BMK220 (1993), Motorola Inc.
9. Roger, A.L. and Bailes, C.V. (1988), "Managing the startup of a corporate quality improvement effort - translating corporate strategies into field operations", Impro Conference Proceedings, Juran Institute, Wilton, CT.
10. Ross, J.E. (1993), Total Quality Management, St Lucie Press, Deray Beach, FL.
11. Zeithaml, V.A. Parasuraman, A. and Berry, L.L. (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations, The Free Press, New York, NY.