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Professional preparation for service quality and organizational excellence

Professional preparation for service quality and organizational excellence Purpose – The purpose of this article is to examine some of the considerations in the preparation of professionals for service quality and organizational excellence. Design/methodology/approach – Effectiveness, rather than academic principles, is the basis of methodologies for quality excellence. Findings – The conventional approach to quality is rooted in manufacturing which has served its purpose, but is not necessarily effective in modern days. Research limitations/implications – The work is not based on empirical data, but on the rationale behind quality management. Practical implications – Reasoning of this paper would have important implications on the way education and training of future professionals are trained, especially those for quality of service. Social implications – The concept of “customer satisfaction” must be viewed in a different context vis‐à‐vis the new realities of globalization and importance of service industries. Originality/value – This is a subject that has not gained sufficient attention before, though the implications of education and training are far reaching. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality and Service Sciences Emerald Publishing

Professional preparation for service quality and organizational excellence

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Publisher
Emerald Publishing
Copyright
Copyright © 2014 Emerald Group Publishing Limited. All rights reserved.
ISSN
1756-669X
DOI
10.1108/IJQSS-02-2014-0018
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this article is to examine some of the considerations in the preparation of professionals for service quality and organizational excellence. Design/methodology/approach – Effectiveness, rather than academic principles, is the basis of methodologies for quality excellence. Findings – The conventional approach to quality is rooted in manufacturing which has served its purpose, but is not necessarily effective in modern days. Research limitations/implications – The work is not based on empirical data, but on the rationale behind quality management. Practical implications – Reasoning of this paper would have important implications on the way education and training of future professionals are trained, especially those for quality of service. Social implications – The concept of “customer satisfaction” must be viewed in a different context vis‐à‐vis the new realities of globalization and importance of service industries. Originality/value – This is a subject that has not gained sufficient attention before, though the implications of education and training are far reaching.

Journal

International Journal of Quality and Service SciencesEmerald Publishing

Published: Jun 10, 2014

Keywords: Service quality; Quality education; Quality gurus; Quality management

References