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Performance measurement systems not only provide the data necessary for managers to control business activity, they also influence the behavior and decisions of managers. This being the case, a restrictive set of financial performance measures may adversely impact on an organization’s...
Many companies have customer service departments which act as a barrier between the company and the customer. Is customer service represented at the top? How credible is a customer satisfaction index? What effect does this have on customer service? This article discusses a tool for assessing the...
This survey research explores the key variables of top management involvement for an effective end‐user training program. Out of the seven variables: top management belief, a discussion of operating functions, a discussion of the development of the training program, funding commitment, the...
This paper investigates how companies are managing their relationships with customers and employees. It shows that loyalty to both groups is shifting. While most companies are claiming that their staff are their most valuable resource the enclosed research findings reveal that the reality is...
Looks at customer dissatisfaction by focusing on the events which provide the source of the dissatisfaction and complaints. Uses data from research into public transport. Includes analysis of written complaints and information from interviews with customers. Concludes that quality shortcomings...
During the 1990s most large organisations have faced substantial restructuring. At the same time, many have had TQM or quality management in place. What impact do these changes have on TQM? Addresses some of these issues by examining several large enterprises in Western Australia. Quality...
A three‐year joint research study focuses on the in‐depth investigation of the quality parameters that are necessary to bring about change in senior management (SM) culture for improved leadership quality, as well as factors of “how” to succeed in its implementation. Analysis reveals...
In an era in which adapting to change means survival, it is important to study what successful organizations have done. While the airline industry in the USA has not made thriving financial headlines, one small company has been able to satisfy its customers completely and achieve a place among...
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