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
TypeArticle
TitleWhich management practices are contributory to service quality?
AuthorsUeno, 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 Goals3 Good health and well-being
Middlesex University ThemeHealth & Wellbeing
LanguageEnglish
PublisherEmerald
JournalInternational Journal of Quality and Reliability Management
ISSN0265-671X
Publication dates
Print27 Jun 2008
Publication process dates
Deposited31 Aug 2022
Accepted21 Feb 2008
Output statusPublished
Accepted author manuscript
License
Digital Object Identifier (DOI)https://doi.org/10.1108/02656710810881890
Permalink -

https://repository.mdx.ac.uk/item/89y26

Download files


Accepted author manuscript
  • 18
    total views
  • 8
    total downloads
  • 0
    views this month
  • 0
    downloads this month

Export as

Related outputs

ChatGPT and consumers: Benefits, pitfalls and future research agenda
Paul, J., Ueno, A. and Dennis, C. 2023. ChatGPT and consumers: Benefits, pitfalls and future research agenda. International Journal of Consumer Studies. 47 (4), pp. 1213-1225. https://doi.org/10.1111/ijcs.12928
Shaping the metaverse into reality: a holistic multidisciplinary understanding of opportunities, challenges, and avenues for future investigation
Koohang, A., Nord, J., Ooi, K., Tan, G., Al-Emran, M., Aw, E., Baabdullah, A., Buhalis, D., Cham, T., Dennis, C., Dutot, V., Dwivedi, Y., Hughes, L., Mogaji, E., Pandey, N., Phau, I., Raman, R., Sharma, A., Sigala, M., Ueno, A. and Wong, L. 2023. Shaping the metaverse into reality: a holistic multidisciplinary understanding of opportunities, challenges, and avenues for future investigation. Journal of Computer Information Systems. 63 (3), pp. 735-765. https://doi.org/10.1080/08874417.2023.2165197
Which management practices are contributory to service quality? Part 2: Findings from in‐depth interviews
Ueno, A. 2009. Which management practices are contributory to service quality? Part 2: Findings from in‐depth interviews. International Journal of Quality and Reliability Management. 26 (8), pp. 761-777. https://doi.org/10.1108/02656710910984156
Quality training: findings from a European survey
Mathews, B., Ueno, A., Periera, Z., Silva, G., Kekale, T. and Repka, M. 2001. Quality training: findings from a European survey. The TQM Magazine. 13 (1), pp. 61-68. https://doi.org/10.1108/09544780110360615
Quality training: needs and evaluation-findings from a European survey
Mathews, B., Ueno, A., Kekale, T., Repka, M., Pereira, Z. and Silva, G. 2001. Quality training: needs and evaluation-findings from a European survey. Total Quality Management. 12 (4), pp. 483-490. https://doi.org/10.1080/09544120123778
European quality management practices: the impact of national culture
Mathews, B., Ueno, A., Kekale, T., Repka, M., Pereira, Z. and Silva, G. 2001. European quality management practices: the impact of national culture. International Journal of Quality and Reliability Management. 18 (7), pp. 692-707. https://doi.org/10.1108/EUM0000000005776
Are performance appraisals and reward really a contributory factor to service quality?
Ueno, A. 2013. Are performance appraisals and reward really a contributory factor to service quality? Services Marketing Quarterly. 34 (1), pp. 34-48. https://doi.org/10.1080/15332969.2013.739938
Cultural differences in deliberate counterfeit purchase behavior
Sharma, P., Chan, R., Davcik, N. and Ueno, A. 2022. Cultural differences in deliberate counterfeit purchase behavior. Marketing intelligence and planning. 40 (1), pp. 121-137. https://doi.org/10.1108/MIP-10-2020-0460
Shall we dance? Recreational dance, well-being and productivity performance during COVID-19: a three-country study
Vecchi, M., Elf, P., Ueno, A., Dilmperi, A., Dennis, C. and Devereux, L. 2022. Shall we dance? Recreational dance, well-being and productivity performance during COVID-19: a three-country study. Journal of International Marketing. 30 (2), pp. 56-72. https://doi.org/10.1177/1069031X221079609
Self-service technology in supermarkets - Do frontline staff still matter?
Sharma, P., Ueno, A. and Kingshott, R. 2021. Self-service technology in supermarkets - Do frontline staff still matter? Journal of Retailing and Consumer Services. 59, pp. 1-10. https://doi.org/10.1016/j.jretconser.2020.102356
Customer engagement and relationships in multi-actor service ecosystems
Sharma, P., Jain, K., Kingshott, R. and Ueno, A. 2020. Customer engagement and relationships in multi-actor service ecosystems. Journal of Business Research. 121, pp. 487-494.
An assessment of customer experience concept: looking back to move forward
Zha, D., Marvi, R., Foroudi, P., Dennis, C., Ueno, A., Jin, Z. and Melewar, T. 2021. An assessment of customer experience concept: looking back to move forward. in: Melewar, T., Dennis, C. and Foroudi, P. (ed.) Building Corporate Identity, Image and Reputation in the Digital Era London Routledge. pp. 289-306
Interactive effects of information exchange, relationship capital and environmental uncertainty on international joint venture (IJV) performance: an emerging markets perspective
Kwok, F., Sharma, P., Gaur, S. and Ueno, A. 2019. Interactive effects of information exchange, relationship capital and environmental uncertainty on international joint venture (IJV) performance: an emerging markets perspective. International Business Review. 28 (5). https://doi.org/10.1016/j.ibusrev.2018.02.008
Classroom disciplinary climate in secondary schools in England: what is the real picture?
Jenkins, A. and Ueno, A. 2017. Classroom disciplinary climate in secondary schools in England: what is the real picture? British Educational Research Journal. 43 (1), pp. 124-150. https://doi.org/10.1002/berj.3255
Developing a conceptual model illustrating how HRM practices support each other in order to improve service quality
Ueno, A. 2014. Developing a conceptual model illustrating how HRM practices support each other in order to improve service quality. Procedia - Social and Behavioral Sciences. 148, pp. 24-31. https://doi.org/10.1016/j.sbspro.2014.07.011
Which HRM practices contribute to service culture?
Ueno, A. 2012. Which HRM practices contribute to service culture? Total Quality Management & Business Excellence. 23 (11-12), pp. 1227-1239. https://doi.org/10.1080/14783363.2012.733255
What are the fundamental features supporting service quality?
Ueno, A. 2010. What are the fundamental features supporting service quality? Journal of Services Marketing. 24 (1), pp. 74-86. https://doi.org/10.1108/08876041011017907
Is empowerment really a contributory factor to service quality?
Ueno, A. 2008. Is empowerment really a contributory factor to service quality? The Service Industries Journal. 28 (9), pp. 1321-1337. https://doi.org/10.1080/02642060802230262