Ueno, A.

Which management practices are contributory to service quality?

Article

Ueno, A. 2008. Which management practices are contributory to service quality? International Journal of Quality and Reliability Management. 25 (6), pp. 585-603. https://doi.org/10.1108/02656710810881890

Publication dates
Type	Article
Title	Which management practices are contributory to service quality?
Authors	Ueno, A.
Abstract	Purpose - There are many features which have been regarded as having a critical role in supporting service quality. The purpose of this research is to identify which management practices support service quality. Design/methodology/approach – A questionnaire survey of medium and large sized mass and technological services in the UK was conducted. Findings – It was found that service quality and the management practices were all significantly associated in mass services, but this was not the case in technological services. Research limitations/implications – Further research should consider those management features which were found to be non-contributory to service quality in technological services. Originality/value – This research has clarified the ranking of the management practices in terms of the contribution they have made to support service quality, and also found the differences between the two types of services.
Sustainable Development Goals	3 Good health and well-being
Middlesex University Theme	Health & Wellbeing
Publisher	Emerald
Journal	International Journal of Quality and Reliability Management
ISSN	0265-671X
Print	27 Jun 2008
Publication process dates
Deposited	31 Aug 2022
Accepted	21 Feb 2008
Output status	Published
Accepted author manuscript	Service quality .pdf License CC BY-NC 4.0
Digital Object Identifier (DOI)	https://doi.org/10.1108/02656710810881890
Language	English

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