The effects of internal communication, leadership and team performance on successful service quality implementation:A South African perspective

Team Performance Management: An International Journal

Volumn 5, Issue 5, 1999, Pages 150-163

  Fletcher, Mélani ^a  

^a UNIVERSITY OF PRETORIA   (South Africa)

Author keywords

Internal communications; Leadership; Quality; South Africa; Teams

Indexed keywords

EID: 84986099009     PISSN: 13527592     EISSN: None     Source Type: Journal    
DOI: 10.1108/13527599910288966     Document Type: Article

References (34)

1. Anonymous (1988), “Trying to avoid the ‘quick fix’ on service quality”, Bank Marketing, October, Vol. 20 No. 10, pp. 0-4
2. Atchison, T.A. (1999), “The myths of employee satisfaction”, Healthcare Executive, March/April, Vol. 14 No. 2, pp. 18-23
3. Berry, L.L., Parasuraman, A. and Zeithaml, V. (1988), “The service-quality puzzle”, Business Horizons, September/October, pp. 22-30
4. Berry, L.L., Parasuraman, A. and Zeithaml, V. (1994), “Improving service quality in America: lessons learned”, Academy of Management Executive, May, Vol. 8 No. 2, pp. 32-52
5. Bricknell, G. (1996), “Total quality revisited”, Management Services, January, Vol. 40 No. 1, pp. 18-20
6. Cannon, T. (1993), How to Get Ahead in Business. Virgin Books, UK
7. Carr, L.P. and Tyson, T. (1992), “Planning quality cost expenditures”, Management Accounting, October, Vol. 74 No. 4, pp. 52-6
8. Christison, W.L. (1994), “Financial information is key to empowerment”, Quality Progress, July, Vol. 27 No. 7, pp. 7-8
9. Clarke, M. and Meldrum (1999), “Creating change from below”, Organisation Development Journal, Vol. 20 No. 2
10. Coulson-Thomas, C. (1996), “The responsive organisation: re-engineering new patterns of work”, Management Services, July, Vol. 40 No. 7, pp. 14-15
11. Crosby, P.B. (1996), “Illusions about quality”, Across the Board, June, Vol. 33 No. 6, pp. 38-41
12. Darling, J. and Fischer, A.K. (1998), “Developing the management leadership team in a multinational enterprise”, European Business Review, Vol. 98 No. 2
13. Eitel, C.R. (1998), “The ten disciplines of business turnaround”, Management Review, Vol. 87 No. 11, 13 December
14. Feigenbaum, A.V. (1996), “Managing for tomorrow's competitiveness today”, Journal for Quality and Participation, March, Vol. 19 No. 2, pp. 10-17
15. Hansen, M. and Steadman, E. (1991), “The customer satisfaction strategy”, Mortgage Banking, November, Vol. 52 No. 2, pp. 8-12
16. Hartline, M.D. and Ferrell, O.C. (1996), “The management of customer-contact service employees: an empirical investigation”, Journal of Marketing, October, Vol. 60 No. 4, pp. 52-70
17. Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E. Jr and Schlesinger, L.A. (1994), “Putting the service-profit chain to work”, Harvard Business Review, March/April, Vol. 72 No. 2, pp. 164-74
18. Holpp, L. (1990), “Ten steps to total service quality”, The Journal for Quality and Participation, March, pp. 92-6
19. Howard, A. (1997), “High involvement leadership: moving from talk to action”, Empowerment in Organisations, Vol. 5 No. 4, pp. 185-92
20. Lockhart, D. and Ellis, J. (1998), “Happy workers, high return”, Marketing News, Vol. 32 No. 11, 9 May
21. Logan, L.R. (1995), “A natural synergy”, American Journal of Management Development, Vol. 1 No. 4, pp. 23-7
22. Oliver, J. (1998), “Invest in people and improve productivity and profitability”, Management Today, March, pp. 90-1
23. Peak, M.H. (1996), “The bottom line is retention”, Management Review, August, Vol. 85 No. 8, p. 7
24. Piercy, N. and Morgan, N. (1991), “Internal marketing - the missing half of the marketing programme”, Long Range Planning, April, Vol. 24 No. 2, pp. 82-93
25. Rosenthal, E. (1997), “Social networks and team performance”, Team Performance Management, Vol. 3 No. 4
26. Sarkus, D.J. (1996), “Servant-leadership: advancing the cause and practice”, Professional Safety, June, Vol. 41 No. 6, pp. 26-32
27. Scott, P. (1996), “Benchmarking”, Management Accounting - London, July/August, Vol. 74 No. 7, p. 50
28. Smith, W.J. (1998), “Turning toward growth”, Empowerment in Organisations, Vol. 6 No. 5
29. Swartz, J.B. (1994), The Hunters and the Hunted. A Non-Linear Solution for American Industry, Productivity Press, Oregon
30. Tanner, S. (1994), “Service quality as a competitive strategy”, Journal for Quality and Participation, December, Vol. 17 No. 7, pp. 58-64
31. Tice, L. (1996), “Traits of limitless leaders”, Association Management, January, Vol. 48 No. 1, p. L16
32. Vasilash, G.S. (1996), “Quality is simple”, Automotive Production, March, Vol. 108 No. 3, p. 46-7
33. Wade, P. (1996), “Strategy for success”, ReActions, September, Vol. 16 No. 9, pp. 32-8
34. Wickisier, E.L. (1997), “The paradox of empowerment”, Empowerment in Organisations, Vol. 5 No. 4, pp. 213-19