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Purpose – There are many features which have been regarded as having a critical role in supporting service quality. The purpose of this research is to identify which management practices support service quality. Design/methodology/approach – A questionnaire survey of medium and large‐sized mass and technological services in the UK was conducted. Findings – It was found that service quality and the management practices were all significantly associated in mass services, but this was not the case in technological services. Research limitations/implications – Further research should consider those management features which were found to be non‐contributory to service quality in technological services. Originality/value – This research has clarified the ranking of the management practices in terms of the contribution they have made to support service quality, and also found the differences between the two types of services.
International Journal of Quality & Reliability Management – Emerald Publishing
Published: Jun 27, 2008
Keywords: Customer services quality; Total quality management
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