search query: @journal_id 95 / total: 385
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| Author: | Cowling, A. Newman, K. |
| Title: | Banking on people: TQM, service quality, and human resources |
| Journal: | Personnel Review
1995 : VOL. 24:7, p. 25-40 |
| Index terms: | BANKING TOTAL QUALITY MANAGEMENT HUMAN RESOURCE MANAGEMENT |
| Language: | eng |
| Abstract: | Total quality management principles are now being applied in service industries in the UK, following their perceived success in manufacturing industries, with the particular aim of improving service quality. In financial services the impetus behind the adoption of quality programmes is increased competition and higher customer expectations. Studies of the introduction of quality programmes into service organizations in the UK are as yet few. |
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