According to W. Edwards Deming, American companies require nothing less than a transformation of management style and of governmental relations with industry. In Out of the Crisis, originally published in 1982, Deming offers a theory of management based on his famous 14 Points for Management. Management's failure to plan for the future, he claims, brings about loss of market, which brings about loss of jobs. Management must be judged not only by the quarterly dividend, but by innovative plans to stay in business, protect investment, ensure future dividends, and provide more jobs through improved product and service. In simple, direct language, he explains the principles of management transformation and how to apply them.

Out of the Crisis

The author systematically examines one of the important issues of information — establishing the market price. He introduces the concept of «search» — where a buyer wanting to get a better price, is forced to question sellers. The article deals with various aspects of finding the necessary information.

Economics of Information

Through qualitative and empirical research, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality. In turn, each has three subdimensions that define the basis of service quality perceptions. The authors further suggest that for each of these subdimensions to contribute to improved service quality perceptions, the quality received by consumers must be perceived to be reliable, responsive, and empathetic. The authors test and support this conceptualization across four service industries. They consider the research and managerial implications of the study and its limitations.

https://www.jstor.org/stable/pdf/3203465.pdf

Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach:

The topic of emotions in the workplace is beginning to garner closer attention by researchers and theorists. The study of emotional labor addresses the stress of managing emotions when the work role demands that certain expressions be shown to customers. However, there has been no overarching framework to guide this work, and the previous studies have often disagreed on the definition and operationalization of emotional labor. The purposes of this article are as follows: to review and compare previous perspectives of emotional labor, to provide a definition of emotional labor that integrates these perspectives, to discuss emotion regulation as a guiding theory for understanding the mechanisms of emotional labor, and to present a model of emotional labor that includes individual differences (such as emotional intelligence) and organizational factors (such as supervisor support).

/pdf/emotion-regulation-in-the-workplace-a-new-way-to-3wsayvojfk.pdf

Emotion regulation in the workplace: a new way to conceptualize emotional labor.

Economic Control of Quality of Manufactured Product.

The impact of other customers on service experiences: A critical incident examination of “getting along”

As organizations increasingly target consumers who are concerned about the environment, the nature of their advertising becomes more of an issue. While much has been written about the problems asso...

Environmental Advertising Claims: A Preliminary Investigation:

Purpose – The purpose of this paper is to highlight important issues in the study of dysfunctional customer behavior and to provide a research agenda
to inspire, guide, and enthuse. Through a critical evaluation of existing research, the aim is to highlight key issues and to present potentially worthy
avenues for future study.
Design/methodology/approach – In reviewing recent and past advances in the study of customers behaving badly, an overview of existing research
into customers behaving badly and addressing issues of terminology and definition is provided. Thereafter, three perspectives that provide the most
opportunity and insight in studying the darker side of service dynamics are outlined. This leads to a review of some of the research design and
methodological problems and issues that are faced when rigorously studying these issues. Subsequently, the paper devotes a section to the provocative
idea that while dysfunctional customer behavior has many negative influences on customers, employees, and service firms, there are actually some
positive functions of customers behaving badly.
Findings – A research agenda is provided that is believed to identify and discuss a range of projects that comprises not only insightful theoretical
contributions but is also practically relevant.
Originality/value – The paper identifies a range of issues about which managers should be aware and proactively manage.

/pdf/customers-behaving-badly-a-state-of-the-art-review-research-aen9r9m1f6.pdf

Customers behaving badly: a state of the art review, research agenda and implications for practitioners

(1998). Assessing the Theatrical Components of the Service Encounter: A Cluster Analysis Examination. The Service Industries Journal: Vol. 18, No. 3, pp. 116-134.

Stephen J. Grove

Papers

The impact of other customers on service experiences: A critical incident examination of “getting along”

Environmental Advertising Claims: A Preliminary Investigation:

Customers behaving badly: a state of the art review, research agenda and implications for practitioners

Assessing the Theatrical Components of the Service Encounter: A Cluster Analysis Examination

The Service Experience As Theater