Total quality management in the UK financial services: Some findings from a survey in the Northeast of England

Total Quality Management

Volumn 11, Issue 1, 2000, Pages 17-23

  Longo, C R J ^a   Cox, M A A ^b  

^a FUNDAÇÃO GETÚLIO VARGAS   (Brazil)

^b NEWCASTLE UNIVERSITY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0043068798     PISSN: 09544127     EISSN: None     Source Type: Journal    
DOI: 10.1080/0954412006991     Document Type: Article

References (8)

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2. CONSUMER ASSOCIATION SURVEY (1995) How does your bank rate?, Which?, October, pp. 34-35.
3. COWLING, A. & NEWMAN, K. (1995) Banking on people TQM, service quality, and human resources, Personnel Review, 24, No. 7, pp. 25-40.
4. HOWCROFT, J.B. (1991) Customer satisfaction in retail banking, Services Industries Journal, January, pp. 11-17.
5. MACDONALD, J. (1995) Quality and the financial service sector, Managing Service Quality, 5, No. 1, pp. 43-46.
6. OAKLAND, J.S. (1995) Total Quality Management - Text with Cases (Oxford, Butterworth-Heinemann).
7. STOREY, J. (1995) Employment policies and practices in UK clearing banks: an overview, Human Resource Management Journal, 5, No. 4, pp. 24-43.
8. WILKINSON, A., MCCABE, D. & KNIGHTS, D. (1995) What is happening in 'quality' in the financial services?, The TQM Magazine, 7, No. 4, pp. 9-12.