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Presents a programme of research from which a typology of service customers’ quality assurance behaviours was developed. The typology’s four behaviours define the broad range of service customers’ participation in service quality assurance. Examines the relationship between these behaviours...
Draws from case study research conducted in 14 UK and USA‐based manufacturing and service firms, most with mature teamworking structures. Aims to examine practitioner perspectives and current practices in teamworking and to assess the strategic contribution that work‐based teams are making to...
Describes the experiences of several public hospitals which have implemented quality methods and management and lists some of the lessons they learned that could be usefully adopted by other services. Asks: how do you introduce a quality programme into an organization whose employees are already...
Notes that the premiss of all efforts to achieve customer satisfaction is the basic assumption that customer satisfaction leads to customer loyalty. Although this thesis sounds reasonable, empirical studies indicate that satisfaction often is only a weak indicator of customer loyalty. This can...
Focuses on the roles of customers in creating quality and productivity in service experiences. Presents two conceptual frameworks to aid managerial understanding and focus research efforts on customer participation. The first framework captures levels of customer participation across different...
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