TQM in service design

Managing Service Quality: An International Journal

Volumn 6, Issue 1, 1996, Pages 40-44

  Mcmanus, John J ^a   Hutchinson, Iain ^b  

^a London Underground Modernisation Programme   (United Kingdom)

^b Iain Hutchinson works for the Cable and Wireless Group   (United Kingdom)

Author keywords

Leadership; Service; Service industries; Service quality; TQM

Indexed keywords

EID: 34247346004     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604529610108135     Document Type: Review

References (12)

1. Bendell, T., Penson, R. and Carr, S., “The quality gurus - their approaches described and considered”, Managing Service Quality, Vol. 5 No. 6, 1995, pp. 44-8.
2. Schonberger, R.J., Building a Chain of Customers, Hutchinson, London, 1990.
3. Collard, R. and Silver, G., “Factsheet 29: total quality”, Personnel Management, May 1990.
4. Peters, T. and Waterman, R.H. Jr, In Search of Excellence, Warner Books, New York, NY, 1982.
5. Schein, O. and Teboul, J., Managing Quality Dynamics, Prentice-Hall, London, 1991.
6. Teboul, J., Managing Quality Dynamics, Prentice-Hall, London, 1991.
7. Voss, C. et al., perations Management in Service Industries and the Public Sector, Wiley, London, 1985.
8. Shoestack, I. in Czepiel, J.A. (Ed.), Planning the Service Encounter, Lexington Books, Lexington, MA, 1985.
9. Hollins, G. and Hollins, B., Total Design: Managing the Design Process in the Service Sector, Pitman, London, 1991.
10. Zeithaml, V.A., Parasuraman, A. and Berry, L.L., Delivering Quality Service, Free Press, New York, NY, 1990.
11. McManus, J.J., “Resisting change”, 1993-94 TQM Resource Guide, Lakewood Research Publications, Minneapolis, MN.
12. Dawson, S., Analysing Organisations, Penguin, London, 1985.