Benchmarking quality implementation in a service context: A comparative analysis of financial services and institutions of higher education. Part I: Financial services sector
- 25 August 1998
- journal article
- research article
- Published by Taylor & Francis in Total Quality Management
- Vol. 9 (6) , 407-420
- https://doi.org/10.1080/0954412988352
Abstract
This paper examines the implementation of total quality management in a service sector context. It covers aspects of growth in the service industry, elements of service provision and the relevance of quality specifically to 'intangible' areas of service provision. The paper examines two contrasting service-based sectors, namely financial services and higher education. A benchmarking exercise using secondary data via three case studies from each sector was undertaken. This part covers the financial services sector.Keywords
This publication has 4 references indexed in Scilit:
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- Total Quality Management in ServicesInternational Journal of Quality & Reliability Management, 1994
- Competing for customersManaging Service Quality: An International Journal, 1993
- Success strategies in a service economyEuropean Management Journal, 1992