Service quality and training: A pilot study

British Food Journal

Volumn 109, Issue 8, 2007, Pages 627-636

  Monk, Des ^a   Ryding, Daniella ^a  

^a UNIVERSITY OF CENTRAL LANCASHIRE   (United Kingdom)

Author keywords

Coffee; Customer loyalty; Customer services quality; Shops; Workplace training

Indexed keywords

EID: 34547685715     PISSN: 0007070X     EISSN: None     Source Type: Journal    
DOI: 10.1108/00070700710772417     Document Type: Article

References (34)

1. Adnett, N. (1996), European Labour Markets, Longman, London.
2. Armistead, C. and Kiely, J. (2003), "Creating strategies for managing evolving customer service", Managing Service Quality, Vol. 13 No. 2, pp. 164-70.
3. Atkinson, J. (1984), "Manpower strategies for flexible organisations", Personnel Management, August, pp. 28-31.
4. Barnham, M. (2004), "Time for training", Caterer and Hotelkeeper, Vol. 193 No. 4317, pp. 30-3.
5. Barton, L. (2007), "Go froth and multiply", Guardian, 25 January, pp. 4-7.
6. Becker, G. (1962), "Investment in human capital: a theoretical approach", Journal of Political Economy LXX, Vol. 5 No. 2, pp. 9-49.
7. Bryon, J., Harris, J. and Parker, C. (2000), "Training the independent retailer: an audit of training needs, materials and systems", Journal of European Industrial Training, Vol. 24 No. 7, pp. 366-73.
8. Coleman, G. and Ingram, H. (2004), "A new approach to benchmarking learning and development strategy", International Journal of Contemporary Hospitality Management, Vol. 11 No. 1, pp. 11-22.
9. Cox, S.P. (2006), "Exploring organisational commitment in the corporate hospitality industry", paper presented at the 3rd International Customer Behaviour and the Retailing Research Conference: Conference Proceedings, University of Zagreb, Zagreb.
10. Cravens, D. and Piercy, N. (2003), Strategic Marketing, 7th ed., McGraw Hill, New York, NY.
11. Dawson, M. (2005), "Costa's 'filter' gets the right employees", Human Resource Management, Vol. 13 No. 4, pp. 21-2.
12. Dillon, F. (2006), "Wake up and smell the coffee", Sunday Times, 16 April, p. 11.
13. Graham, D. (2006), "Relationship marketing in contemporary restaurants", 3rd International Customer Behaviour and the Retailing Research Conference: Conference Proceedings, University of Zagreb, Zagreb.
14. Handy, C. (1985), Understanding Organisations, Penguin, London.
15. Heskett, J., Sasser, W. and Schlesinger, L. (1997), The Service Profit Chain, Free Press, New York, NY.
16. Messenger, S. (1997), "NVQs and the retail industry - the experience of implementation", Education and Training, Vol. 39 No. 1, pp. 14-23.
17. Mintel International Group Limited (2005), Coffee Shops UK, available at: www.mintel.com (accessed 2 October, 2006).
18. Personnel Today (2006), "Sector insight: coffee beings", available at: www.personneltoday.com/Articles/2006/05/02/35151/sector-insight- coffee-beings.html (accessed 16 July, 2006).
19. Reicheld, F. and Sasser, W. (1990), "Zero defects: quality comes to services", Harvard Business Review, Vol. 68, September-October, pp. 105-11.
20. Ryding, D.V., Vignali, G. and Gordon, C. (2006), "Corporate culture and brand communications for sustaining loyalty in the UK coffee market", 3rd International Customer Behaviour and the Retailing Research Conference: Conference Proceedings, Zagreb, University of Zagreb.
21. Rust, R.T. and Oliver, R.L. (1994), Service Quality: New Directions on Theory and Practice, Sage Publications, London.
22. Saunders, M., Lewis, P. and Thornhill, A. (2003), Research Methods for Business Students, Financial Times Management, London.
23. Silvestro, R. and Cross, S. (2000), "Applying the service profit chain in a retail environment: challenging the satisfaction mirror", International Journal of Service Industry Management, Vol. 11, pp. 244-68.
24. Thomson, A., Mabey, C., Storey, J., Gray, C. and Iles, P. (2001), Changing Patterns of Management Development, Blackwell, Oxford.
25. Confederation of British Industry (CBI) (1994), Who Pays for Training?, CBI, London.
26. Eraut, M. (2001), "The role and use of vocational qualifications", National Institute Economic Review, Vol. 178 No. 1, pp. 88-98.
27. Grugalis, I. (2003), "The contribution of National Vocational Qualifications to the growth of skills in the UK", British Journal of Industrial Relations, Vol. 41 No. 3, pp. 457-75.
28. Lindbeck, A. and Snower, D. (1988), The Insider/Outsider Theory of Employment and Unemployment, MIT, London.
29. Monk, D. (2004), "Information and communications technology training for British librarians: why is it so difficult to complete?", European Business Review, Vol. 16 No. 3, pp. 307-13.
30. Piore, M. and Doeringer, P. (1971), Internal Labour Markets and Manpower Adjustment, DC Heath, Lexington, MA.
31. Rajan, A. and Fryatt, J. (1990s), Create or Abdicate: The City's Human Resource Choice for the 1990s, Witherby, London.
32. Ryan, P. and McNabb, R. (1990), "Segmented labour markets", in Sapsford, D. and Tzannatos, Z. (Eds), Current Issues in Labour Market Economics, Macmillan, Basingstoke.
33. Shackleton, J. (1992), Training Too Much?, Institute of Economic Affairs, London.
34. Stevens, M. (1994), "Labour contracts and efficiency in on-the-job training", Economic Journal, Vol. 104, pp. 408-19.