Expanding paradigms in providing internal service

Managing Service Quality: An International Journal

Volumn 12, Issue 2, 2002, Pages 87-99

  Cannon, Debra F ^a  

^a GEORGIA STATE UNIVERSITY   (United States)

Author keywords

Employee relations; Hospitality industry; Service quality; TQM

Indexed keywords

EID: 84986127945     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520210421392     Document Type: Article

References (52)

1. Balzer, S. (1998), “Hotels consider childcare benefits program”, The Business Journal Phoenix, 14 September, pp. 1-3.
2. Batt, R. (1999), “Work organization, technology, and performance in customer service and sales”, Industrial & Labor Relations Review, July, Vol. 52 No. 4, pp. 539-64.
3. Brown, M.G., Hitchcock, D.E. and Willard, M.L. (1994), “Why TQM fails and what to do about it”, Irwin, New York, NY.
4. Buttle, F. (1996), Relationship Marketing – Theory and Practice, Paul Chapman, London.
5. Cannon, D.F. (1998), “Better understanding the impact of work interferences on organizational commitment”, Marriage and Family Review, Vol. 28 No. 1/2, pp. 153-66.
6. Chase, R.B. (1981), “The customer contact approach to services: theoretical bases and practical extensions”, Operations Research, Vol. 21, pp. 698-705.
7. Christopher, M., Payne, A. and Ballantyne, D. (1991), Relationship Marketing: Bringing Quality, Customer Service and Marketing Together, Butterworth-Heinemann, London.
8. Coeyman, M. (1997), “Lighten up!”, Restaurant Business, 15 February, Vol. 96 No. 4, pp. 46-52.
9. Dale, B. and Bunney, H. (1999), Total Quality Management Blueprint, Blackwell Publishers Ltd, Oxford.
10. Dessler, G. (2000), Human Resource Management (8th Edition), Prentice Hall, Upper Saddle River, NJ.
11. Dow, D., Samson, D. and Ford, S. (1999), “Exploding the myth: do all quality management practices contribute to superior quality performance?”, Production & Operations Management, Spring, Vol. 8 No. 1, pp. 1-27.
12. Drucker, P. (1999), Management Challenges for the 21st Century, HarperBusiness, New York, NY.
13. Dube´, L., Enz, C.A., Renaghan, L.M. and Siguaw, J.A. (1999), The Key to Best Practices in the US Lodging Industry, American Hotel Foundation, Washington, DC.
14. Falbo, B. (1999), “Employee development programs attract loyal following”, Hotel & Motel Management, 15 March, Vol. 214 No. 5, p. 41.
15. Gummesson, E. (1997), “Why relationship marketing is a paradigm shift: some conclusions from the 30Rs approach”, First WWW Conference on Relationship Marketing.
16. Gutek, B. (1995), The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions, Jossey-Bass, San Francisco, CA.
17. Harris, J. and Brannick, J. (1999), Finding and Keeping Great Employees, American Management Association, New York, NY.
18. Hays, S. (1999), “Exceptional customer service takes the ‘Ritz’ touch”, Workforce, January, Vol. 78 No. 1, pp. 99-102.
19. Herman, R.E. and Gioia, J.L. (1998), “Secrets of the future-focused corporation”, Futurist, December, Vol. 32 No. 9, pp. 24-26+.
20. Johnson, R.S. (1993), Management Processes for Quality Operations, ASQC Quality Press, Milwaukee.
21. Kanji, G.K. and Asher, M. (1993), Total Quality Management Process: A Systematic Approach, Carfax, Oxford.
22. Keltner, B. (1995), “Relationship banking and competitive advantage: Evidence from the US and Germany”. California Management Review, Summer, Vol. 37 No. 4, pp. 45-73.
23. Laza, R.W. and Wheaton, R.L. (1990), “Recognizing the pitfalls of TQM”, Public Utilities Fortnightly, April, pp. 17-22.
24. Mak, W.M. (1999), “Cultivating a quality mind-set”, Total Quality Management, July, Vol. 10 No. 4/5, S622-S626.
25. Marriott, J.W. and Brown, K.A. (1997), The Spirit to Serve – Marriott’s Way, HarperCollins, New York, NY.
26. Mills, P.K. (1986), Managing Service Industries: Organizational Practices in a Post-Industrial Society, Ballinger, Cambridge, MA.
27. National Institute of Standards & Technology (2000), National Quality Program, (On-line), www.nist.gov
28. Ngo, H.Y. and Tsang, A.W. (1998), “Employment practices and organizational commitment: differential effects for men and women?”, Internal Journal of Organizational Analysis, July, Vol. 6 No. 3, pp. 251-66.
29. NRA (1999), Restaurant Industry Forecast – Management Trends (On-line), National Restaurant Association, www.restaurant.org
30. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64, pp. 12-40.
31. Peters, T. (1994), The Pursuit of WOW!, Vintage Books, New York, NY.
32. Richbell, S. and Ratsiatou, I. (1999), “Establishing a shared vision under total quality management: Theory and practice”, Total Quality Management, July, Vol. 10 No. 4/5, S684-S689.
33. Ritz-Carlton Hotel Company (The) (1999), Corporate Info (Online), www.ritzcarlton.com
34. Rosenbluth, H.F. and Peters, D.M. (1998), Good Company – Caring as Fiercely as You Compete, Addison-Wesley, Reading, MA.
35. Ross, J.E. (1994), Total Quality Management Text, Cases and Readings, Kogan Page, London.
36. Scandura, T.A. and Lankau, M.J. (1997), “Relationships of gender, family responsibility and flexible work hours to organizational commitment and job satisfaction”, Journal of Organizational Behavior, Vol. 18, pp. 377-91.
37. Schneider, B. and Bowen, D.E. (1985), “Employee and customer perceptions of service in banks: replication and extension”, Journal of Applied Psychology, Vol. 70, pp. 423-33.
38. Silos, I.M. (1999), “Employee involvement – a component of total quality management”, Production & Inventory Management Journal, First Quarter, Vol. 40 No. 1, pp. 56-65.
39. Simons, T. (1995), “Motivating hotel employees”, Cornell Hotel & Restaurant Administration Quarterly, February, Vol. 36 No. 1, pp. 20-7.
40. Singh, S. and Deshmukh, S.G. (1999), “Quality initiatives in the service sector: a case”, Total Quality Management, Vol. 10 No. 1, pp. 5-16.
41. Soriano, D.R. (1999), “Total quality management’’, Cornell Hotel & Restaurant Administration Quarterly, February, Vol. 40 No. 1, pp. 54-9.
42. Stewart, J. (2001), Interview with Director of Human Resources, December, Hyatt Regency, Atlanta.
43. Tornow, W.W. and Wiley, J.W. (1991), “Service quality and management practices: a look at employee attitudes, customer satisfaction, and bottom-line consequences”, Human Resource Planning, Vol. 14 No. 2, pp. 105-16.
44. Ulrich, D., Halbrook, R., Meder, D., Stuchlik, M. and Thorpe, S. (1991), “Employee and customer attachment: synergies for competitive advantage”, Human Resource Planning, Vol. 14 No. 2, pp. 89-104.
45. Van Houten, B. (1997), “Employee peeks”, Restaurant Business, 15 May, Vol. 96 No. 10, pp. 85-8.
46. Walton, M. (1986), The Deming Management Method, Perigee Books, New York, NY.
47. Wiley, J.W. (1991), “Customer satisfaction and employee opinions: a supportive work environment and its financial costs”, Human Resource Planning, Vol. 14 No. 2, pp. 117-28.
48. Wilkinson, A., Allen, P. and Snape, E. (1991), “TQM and the management of labour”, Human Resources Management Journal, Vol. 13, pp. 24-31.
49. Woods, R.H. (1997), Managing Hospitality Human Resources, Educational Institute of the American Hotel & Motel Association, East Lansing, MI.
50. Zeithaml, V.A. and Bitner, M.J. (1996), Services Marketing, McGraw-Hill, New York, NY.
51. Zeithaml, V.A., Parasuraman, A. and Berry, L. (1990), Delivering Service Quality: Balancing Consumer Perceptions and Expectations, The Free Press, New York, NY.
52. Zerbe, W.J., Dobni, D. and Harel, G.H. (1998), “Promoting employee service behaviour: the role of perceptions of human resource management practices and service culture”, June, Canadian Journal of Administrative Sciences, Vol. 15 No. 2, pp. 165-79.