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Financial Services - Every which Way but Quality? · Study

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ArticleFinancial Services - Every which Way but Quality?

Darren McCabe1997

Article1997

Financial Services - Every which Way but Quality?

Darren McCabe · David Knights · Adrian John Wilkinson

18 citations·0/0 files stored·Journal of General Management

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Customer Service Quality and Loyalty Quality and Supply Management Management Systems and Quality Improvement

Abstract

There have been many TQM initiaves in the financial services sector, but it seems that customers are not impressed.

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References

1984A Service Quality Model and its Marketing Implications 1977Breaking Free from Product Marketing 1988Juran on planning for quality 1992Pushing back the frontiers: management control and work intensification under JIT/TQM factory regimes 1994Quality in Retail Banking 1992TOTAL QUALITY MANAGEMENT AND EMPLOYEE INVOLVEMENT 1992The other side of quality: ‘soft’ issues and the human resource dimension 1991Building Societies: Change, Strategy and Corporate Identity

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Papers that cite the same references — the relational fallback while embeddings are still backfilling.

1998Making Sense of "Quality?"-Toward a Review and Critique of Quality Initiatives in Financial Servicesarticle · 6 shared references 2009Getting to the heart of the debate: TQM and middle manager autonomyarticle · 5 shared references 1995Managing human resources for TQM: possibilities and pitfallsarticle · 4 shared references 1999The state of total quality management: a reviewarticle · 4 shared references 2002A road less travelledarticle · 4 shared references 1995Quality management and HRM in the service industry: some case study evidencearticle · 4 shared references

Details

Year1997

Typearticle

Published1997-03-01

VenueJournal of General Management

ISSN-L0306-3070

Languageen

Citations18

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1177/030630709702200305

openalex_workW70640611

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