What can we learn from “leading” service practitioners about business excellence?

Managing Service Quality: An International Journal

Volumn 11, Issue 4, 2001, Pages 249-261

  Robson, Andrew ^a   Prabhu, Vas B ^a  

^a NORTHUMBRIA UNIVERSITY   (United Kingdom)

Author keywords

Benchmarking; Model; Operations; Performance measurement; Service industries

Indexed keywords

EID: 84986133657     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/EUM0000000005610     Document Type: Article

References (7)

1. Appleby, A. and Mavin, S. (2000), “Innovation not imitation: human resource strategy and the impact on world-class status”, Total Quality Management, Vol. 11 Nos. 4/5 and 6, July.
2. Prabhu, V.B., Robson, A., Yarrow, D.J., Appleby, A. and Mitchell, E. (2000a), Manufacturing Management in the North East of England: Are We Adopting Best Practice and achieving World-Class Performance? “An Analysis and Findings From Nearly 300 Manufacturing Sites”, University of Northumbria at Newcastle, Newcastle upon Tyne.
3. Prabhu, V.B., Robson, A., Yarrow, D.J., Appleby, A. and Mitchell, E. (2000b), Service Operations Management in the North East of England: Are We Adopting Best Practice and Achieving World-Class Performance? An Analysis and Findings From Nearly 300 Manufacturing Sites, University of Northumbria at Newcastle, Newcastle upon Tyne.
4. Robson, A. and Yarrow, D. (2000), “Getting to the facts – company benchmarking: issues in data collection and consistency”, OR Insight, Operational Research Society, Vol. 13 No. 1, pp. 8-17.
5. Voss, C. and Johnson, R. (1995), Service in Britain – How Do We Measure Up?, Severn Trent plc, Birmingham.
6. Voss, C., Blackmon, K., Chase, R., Rose, B. and Roth, A.V. (1997a), Service in the US – A Study of Service Practice and Performance in the United States, Severn Trent plc, Birmingham.
7. Voss, C., Blackmon, K., Chase, R., Rose, B. and Roth, A.V. (1997), Achieving World-Class Service – An Anglo-American Benchmarking Comparison of Service Practice and Performance, Severn Trent plc, Birmingham.