Zobrazeno 1 - 9
of 9
pro vyhledávání: '"Cummane, James"'
Publikováno v:
International Journal of Service Industry Management, 2000, Vol. 11, Issue 2, pp. 162-173.
Externí odkaz:
http://www.emeraldinsight.com/doi/10.1108/09564230010323723
Publikováno v:
Journal of Management Development, 2000, Vol. 19, Issue 3, pp. 162-178.
Externí odkaz:
http://www.emeraldinsight.com/doi/10.1108/02621710010318756
Autor:
Bennington, Lynne, Cummane, James
Publikováno v:
International Journal of Public Sector Management, 1997, Vol. 10, Issue 5, pp. 364-376.
Externí odkaz:
http://www.emeraldinsight.com/doi/10.1108/09513559710180592
Autor:
Bennington, Lynne, Cummane, James
This paper examines the complex issue of customer satisfaction in the context of government social security services. It addresses why governments might wish to improve customer satisfaction, overviews the relevant customer satisfaction literature, a
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::32527aa548c361864f83dc146644ccdb
Autor:
Bennington, Lynne, Cummane, James
This paper traces the change efforts and road to privatisation of a business unit of a large Australian government department which integrated quality principles with strategic business planning.
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::13f8fa3f6d6b491fa830983425509bde
Autor:
Bennington, Lynne, Cummane, James
Employee involvement and connecting employees to customers have both been acknowledged as important components of any service quality improvement program. In practice, though, many quality efforts fail. Quality mapping, a variation on service mapping
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::3aa2fab8290e3a5a597e9bbc2552361b
Autor:
Bennington, Lynne, Cummane, James
This paper discusses a customer-driven research approach which overcomes many of the problems of existing market research techniques and integrates qualitative and quantitative techniques to provide insights into what creates value for customers. The
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::a7e6fbf98885d92c4dcd456763fb3e91
Autor:
Bennington, Lynne, Cummane, James
Publikováno v:
Total Quality Management. Aug98, Vol. 9 Issue 6, p395-405. 11p.
Publikováno v:
Journal of Management Development; 2000, Vol. 19 Issue 3, p162, 17p, 3 Diagrams