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Exploring the Linkages Between Quality System, Service Quality, and Excellence: Service Providers

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dc.contributor.authorCook, Lori S.
dc.contributor.authorVerma, Rohit
dc.date.accessioned2020-09-12T21:03:48Z
dc.date.available2020-09-12T21:03:48Z
dc.date.issued2002-01-01
dc.description.abstractThis study explores the linkages between quality system, employee service-quality culture, and performance excellence in the banking industry operating in a turbulent business environment. Properly conducted quality culture and strategic consensus assessment has the potential of informing a service organization of its current position and possible areas for improvement. The opinions, values, and practices of employees regarding quality are the fundamentals that define quality culture in many service organizations. Management must apply this knowledge to plan for the successful implementation of service-quality related activities. In an exploratory study the authors tested the linkages between quality system, service quality, and performance as perceived by the employees of a large banking institution in Hong Kong. Results of a detailed case study and empirical analysis show that employees perceive strong linkages between quality system, service quality, and performance measures.
dc.description.legacydownloadsVerma54_Exploring_the_Linkages_between_Quality_System__Service_Quality__and_Performance_Excellence004.pdf: 1387 downloads, before Aug. 1, 2020.
dc.identifier.other4918774
dc.identifier.urihttps://hdl.handle.net/1813/71632
dc.language.isoen_US
dc.rightsRequired Publisher Statement: Reprinted with permission from © 2002 Quality Management Journal, American Society for Quality Control. No further distribution allowed without permission.
dc.subjectcase study
dc.subjectempirical research
dc.subjectperformance excellence
dc.subjectquality improvement
dc.subjectservice quality
dc.titleExploring the Linkages Between Quality System, Service Quality, and Excellence: Service Providers
dc.typearticle
local.authorAffiliationCook, Lori S.: DePaul University
local.authorAffiliationVerma, Rohit: rv54@cornell.edu Cornell University

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