Journal ArticleDOI
Making quality a fundamental part of strategy
Joel E. Ross,Y. Krishna Shetty +1 more
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In this paper, the authors argue that quality is too important a factor to be left solely to quality control personnel or planners and is a fundamental part of the chief executive's responsibility for the development of strategy.About:
This article is published in Long Range Planning.The article was published on 1985-02-01. It has received 40 citations till now. The article focuses on the topics: Strategic planning & Competitive advantage.read more
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Quality in the Service Sector: A Review
TL;DR: In this article, the importance of people and internal marketing in the changing environment of service industries, definitions and measurement of service quality, and the service quality/customer care programs presently being developed and implemented are reviewed and attention is focused on the importance and importance of human resources in the context of service industry.
Journal ArticleDOI
Service quality: An international comparison of bank customers’ expectations and perceptions
TL;DR: In this paper, empirical research findings from an investigation of consumer expectations and perceptions of service quality are presented from a survey conducted in the UK and US, where customers of banks indicated the importance of a range of elements of services quality and their perceptions of the service actually received.
Journal ArticleDOI
Total quality management: a literature review and an agenda for future research
TL;DR: A review, classification, and analysis of the research in TQM spanning the last two decades is presented in this paper, where a total of 226 articles are identified from 44 refereed management journals published from 1970 to 1993 and these articles are then classified and analyzed using the following two-dimensional scheme: (1) article orientation (conceptual, case study, empirical, analytical, simulation, and overview) and (2) article focus using the Malcolm Baldrige National Quality Award criteria.
Journal ArticleDOI
Quality in Retail Banking
R.F. Blanchard,R.L. Galloway +1 more
TL;DR: In this paper, an alternative basis for modelling service quality based on the three dimensions of process/outcome, subjective/objective and soft/hard is described and modelled against the experimental data.
References
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Book
In Search of Excellence
TL;DR: The CFA Association of Pakistan is such a platform and as members, your hand in organizing and promoting the society's activities can make all the difference: scholarships, university outreach programs, analyst certification programs, implementing global performance standards as discussed by the authors.
Book
Management: Tasks, Responsibilities, Practices
TL;DR: A good deal of space has been devoted to top management and to the relationships between structure and strategy - topics that are not commonly considered in a book on management as mentioned in this paper, and that which every manager needs to know has been included in Drucker's book.