An Empirical Study of Service Quality Implementation

Harrington Denis and Akehurst Gary

The Service Industries Journal, 2000, vol. 20, issue 2, 133-156

Abstract: The strategic importance of quality management has grown in importance in recent years. However, although the competitive implications of adhering to a quality agenda have been much alluded to within the literature, the evidence from a review of published studies suggests that service quality and strategy issues have been addressed as separate concerns by researchers. This study examines the components which facilitate the quality implementation process. The factor analysis of data emphasises the importance of ‘senior managerial commitment’ and ‘employee resourcefulness’ in quality implementation initiatives and offers support to the growing implementation initiatives and offers support to the growing literature arguing for a greater consideration of the human dimension in quality implementation programmes. It is proposed that further research needs to be carried out to examine mangerial attiudes towards the service quality implementation process and to assess some of the practical issues involved in introducing quality initiatives in hotel organisations.

Date: 2000
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/02642060000000024 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:20:y:2000:i:2:p:133-156

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FSIJ20

DOI: 10.1080/02642060000000024

Access Statistics for this article

The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

More articles in The Service Industries Journal from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().