SERVQUAL and the Northern Ireland hotel sector: a comparative analysis - part 2
Some practitioners maintain that the main problem with introducing a quality management system such as ISO 9000, is the amount of paperwork required to maintain it. Many believe it is purely a bureaucratic paperwork exercise and managers are so busy chasing paper that they do not find time to concen...
Saved in:
Published in | Managing service quality Vol. 7; no. 1; pp. 43 - 49 |
---|---|
Main Authors | , |
Format | Journal Article |
Language | English |
Published |
Bedford
MCB UP Ltd
01.02.1997
Emerald Group Publishing Limited |
Subjects | |
Online Access | Get full text |
Cover
Loading…
Abstract | Some practitioners maintain that the main problem with introducing a quality management system such as ISO 9000, is the amount of paperwork required to maintain it. Many believe it is purely a bureaucratic paperwork exercise and managers are so busy chasing paper that they do not find time to concentrate on genuine quality and business improvement. This was recognized by managers of the Cowie Group plc, the major UK motor finance and specialist distribution, and bus operator, when introducing their formal quality system. Outlines a collaborative project with the University of Sunderland Business School, which assesses the feasibility of developing semi-intelligent computer software which manages parts of the quality system and enables managers to concentrate on quality improvement of the overall business, and its various processes. It begins by discussing how the Cowie Group introduced a quality system to their operations and how this effected their activities. The next section discusses the practical, technical and cultural problems experienced when implementing this model, and how the group decided to resolve these using current computer technology. Concludes by highlighting problems associated with this and sets the ground rules for resolving these as part of the "semi-intelligent quality system". |
---|---|
AbstractList | Some practitioners maintain that the main problem with introducing a quality management system such as ISO 9000, is the amount of paperwork required to maintain it. Many believe it is purely a bureaucratic paperwork exercise and managers are so busy chasing paper that they do not find time to concentrate on genuine quality and business improvement. This was recognized by managers of the Cowie Group plc, the major UK motor finance and specialist distribution, and bus operator, when introducing their formal quality system. Outlines a collaborative project with the University of Sunderland Business School, which assesses the feasibility of developing semi‐intelligent computer software which manages parts of the quality system and enables managers to concentrate on quality improvement of the overall business, and its various processes. It begins by discussing how the Cowie Group introduced a quality system to their operations and how this effected their activities. The next section discusses the practical, technical and cultural problems experienced when implementing this model, and how the group decided to resolve these using current computer technology. Concludes by highlighting problems associated with this and sets the ground rules for resolving these as part of the “semi‐intelligent quality system”. Part 2 of an article looking at the relationship between quality service and customer expectations in the Northern Ireland hotel industry. This second part looks at service quality gaps relating to positioning, specification, delivery and communication and uses the SERVQUAL instrument to focus on customer expectations and perceptions of service quality. Concludes by noting the goal of creating customer loyalty, pointing to facts such as the role of effective market research; information from employees; good leadership; and wise recruitment, selection and training. Suggests an optimistic future for the industry in Northern Ireland. |
Author | Gabbie, Olive O'Neill, Martin A. |
Author_xml | – sequence: 1 givenname: Olive surname: Gabbie fullname: Gabbie, Olive organization: Graduated in 1996 from the School of Leisure and Tourism, University of Ulster with a First-Class Honours Degree in Hotel and Tourism Management. She has a managerial development post with the Paco Rotane resort, Florida, USA – sequence: 2 givenname: Martin A. surname: O'Neill fullname: O'Neill, Martin A. organization: School of Leisure and Tourism, University of Ulster, Londonderry, Northern Ireland |
BookMark | eNp1kMtOwzAQRS1UJNrCB7CzWLAiME7ixGZXVQUqVVQ8ytZyHFtNlcTFTpH69zgqYsFjdaWZc2fuzAgNWttqhM4JXBMC7AZ4BimNeU6AUJYAHKEhySmLGCQwQMO-H_XACRp5vwEgaUayIVq-zJ7fnlaTBZZtibu1xo_WBXEtnjtd98W17XSNvVaddbdYYmWbrXSyqz50MMl67yuPIxxqHY5P0bGRtddnXzpGq7vZ6_QhWizv59PJIlIxz7pIkqxQlJZcgkwYy3VBDYeCSG64ggK4ZCbjJilMrGROCQ1QmRdxrhjPOM2SMbo8zN06-77TvhNN5ZWuQ2Jtd16ELeH8hATw4ge4sTsXYntBOIM8SVMIEDlAylnvnTZi66pGur0gIPr_il__DZ6rg0c32sm6_Lb8QsW2NAGHv_H_N3wC1x-IKg |
CitedBy_id | crossref_primary_10_1108_09596110410516516 crossref_primary_10_1108_09604520310495877 crossref_primary_10_1108_09604520510606853 crossref_primary_10_1108_03090590310506450 crossref_primary_10_1108_09596119910250364 crossref_primary_10_1080_1528008X_2013_802557 crossref_primary_10_1108_00346650310488516 crossref_primary_10_1108_17506180810908970 crossref_primary_10_20867_thm_11_1_19 crossref_primary_10_3390_su131810076 crossref_primary_10_5762_KAIS_2010_11_8_2853 crossref_primary_10_1108_09604520310476454 crossref_primary_10_1108_09604520210442092 crossref_primary_10_1016_j_tourman_2006_08_015 crossref_primary_10_1016_j_ijhm_2016_02_004 crossref_primary_10_20867_thm_11_1_11 crossref_primary_10_1177_1356766708100822 crossref_primary_10_1080_14783363_2016_1147945 crossref_primary_10_1080_12297119_2004_9707221 crossref_primary_10_1177_21582440231195952 crossref_primary_10_1080_1528008X_2016_1230037 crossref_primary_10_1108_BPMJ_09_2016_0185 |
ContentType | Journal Article |
Copyright | MCB UP Limited Copyright MCB UP Limited (MCB) 1997 |
Copyright_xml | – notice: MCB UP Limited – notice: Copyright MCB UP Limited (MCB) 1997 |
DBID | AAYXX CITATION 0U~ 1-H 7WY 7WZ 7XB 8AO 8FI AFKRA BENPR BEZIV CCPQU DWQXO FYUFA F~G K6~ K8~ L.- L.0 M0C M0T PQBIZ PQEST PQQKQ PQUKI PRINS Q9U 7TB 8FD FR3 |
DOI | 10.1108/09604529710158300 |
DatabaseName | CrossRef Global News & ABI/Inform Professional Trade PRO ABI-INFORM Complete ABI/INFORM Global (PDF only) ProQuest Central (purchase pre-March 2016) ProQuest Pharma Collection Hospital Premium Collection ProQuest Central UK/Ireland AUTh Library subscriptions: ProQuest Central ProQuest Business Premium Collection ProQuest One Community College ProQuest Central Health Research Premium Collection ABI/INFORM Global (Corporate) ProQuest Business Collection DELNET Management Collection ABI/INFORM Professional Advanced ABI/INFORM Professional Standard ABI/INFORM Global (ProQuest) ProQuest Healthcare Administration Database ProQuest One Business ProQuest One Academic Eastern Edition (DO NOT USE) ProQuest One Academic ProQuest One Academic UKI Edition ProQuest Central China ProQuest Central Basic Mechanical & Transportation Engineering Abstracts Technology Research Database Engineering Research Database |
DatabaseTitle | CrossRef Business Premium Collection ABI/INFORM Global (Corporate) ProQuest One Business ABI/INFORM Global ProQuest Central Basic ProQuest One Academic Eastern Edition ProQuest Health Management ProQuest One Community College ProQuest Hospital Collection Trade PRO ProQuest Business Collection ProQuest Pharma Collection ProQuest Central China ABI/INFORM Complete ProQuest Central Global News & ABI/Inform Professional ABI/INFORM Professional Advanced Health Research Premium Collection ProQuest One Academic UKI Edition ABI/INFORM Professional Standard ProQuest Central Korea ProQuest DELNET Management Collection ProQuest One Academic Technology Research Database Mechanical & Transportation Engineering Abstracts Engineering Research Database |
DatabaseTitleList | CrossRef Technology Research Database Business Premium Collection |
Database_xml | – sequence: 1 dbid: BENPR name: AUTh Library subscriptions: ProQuest Central url: https://www.proquest.com/central sourceTypes: Aggregation Database |
DeliveryMethod | fulltext_linktorsrc |
Discipline | Business |
EISSN | 1758-8030 2055-6233 |
EndPage | 49 |
ExternalDocumentID | 86064780 10_1108_09604529710158300 10.1108/09604529710158300 |
Genre | Feature |
GeographicLocations | United Kingdom--UK Northern Ireland |
GeographicLocations_xml | – name: United Kingdom--UK – name: Northern Ireland |
GroupedDBID | .WW 1JL 1WG 29M 2RR 3FY 4.4 5GY 5VS 70U 8R4 8R5 9E0 AADTA AADXL AAMCF AAPSD AAUDR ABCTS ABEAN ABIJV ABIVO ABJNI ABSDC ACBMB ACGFO ACGFS ACMTK ADOMW AEBZA AEDOK AEGYS AEMMR AETHF AEUCW AFNZV AIAFM AJEBP AJFKA ALMA_UNASSIGNED_HOLDINGS APPLU ASMFL ASPBG ATGMP AUCOK AVELQ AVWKF AZFZN BENPR BEZIV BFOSL BFQZO BLEHN BPHCQ BTXLY BUONS CAG COF CS3 DU5 DWQXO EBS ECCUG EJD FYUFA GEA GEB GEC GEI GMM GMN GMX GQ. IJT IPNFZ J1Y JI- JL0 LXL LXN M0C M42 MORNK MS~ P2P Q2X Q3A RIG ROL SCAQC SDURG TDZ TEM TET TGG TMD TMF TMT V1G XFK Z11 Z12 Z21 ZYZAG AAGBP AAKOT AAYXX ACTSA AEFVF AGZLY AODMV CITATION H13 0U~ 1-H 7WY 7XB 8AO 8FI AFKRA CCPQU K6~ K8~ L.- L.0 M0T PQBIZ PQEST PQQKQ PQUKI PRINS Q9U 7TB 8FD FR3 |
ID | FETCH-LOGICAL-c296t-a16bc55d9a0a3887eb5f90b1a9f9c0b09a8f69f3bf2ca7515388d7b27c8969563 |
IEDL.DBID | ZYZAG |
ISSN | 0960-4529 2055-6225 |
IngestDate | Fri Aug 16 06:28:17 EDT 2024 Thu Oct 10 19:10:16 EDT 2024 Fri Aug 23 00:28:51 EDT 2024 Fri Feb 02 05:02:58 EST 2024 Wed Jul 31 14:17:40 EDT 2019 |
IsPeerReviewed | false |
IsScholarly | false |
Issue | 1 |
Keywords | Computers Motor industry Quality |
Language | English |
LinkModel | DirectLink |
MergedId | FETCHMERGED-LOGICAL-c296t-a16bc55d9a0a3887eb5f90b1a9f9c0b09a8f69f3bf2ca7515388d7b27c8969563 |
Notes | ObjectType-Article-2 SourceType-Scholarly Journals-1 ObjectType-Feature-1 content type line 23 |
PQID | 198073440 |
PQPubID | 31032 |
PageCount | 7 |
ParticipantIDs | emerald_primary_10_1108_09604529710158300 crossref_primary_10_1108_09604529710158300 proquest_journals_198073440 proquest_miscellaneous_29617531 |
PublicationCentury | 1900 |
PublicationDate | 1997-02-01 |
PublicationDateYYYYMMDD | 1997-02-01 |
PublicationDate_xml | – month: 02 year: 1997 text: 1997-02-01 day: 01 |
PublicationDecade | 1990 |
PublicationPlace | Bedford |
PublicationPlace_xml | – name: Bedford |
PublicationTitle | Managing service quality |
PublicationYear | 1997 |
Publisher | MCB UP Ltd Emerald Group Publishing Limited |
Publisher_xml | – name: MCB UP Ltd – name: Emerald Group Publishing Limited |
SSID | ssj0014616 |
Score | 1.3525573 |
Snippet | Some practitioners maintain that the main problem with introducing a quality management system such as ISO 9000, is the amount of paperwork required to... Part 2 of an article looking at the relationship between quality service and customer expectations in the Northern Ireland hotel industry. This second part... |
SourceID | proquest crossref emerald |
SourceType | Aggregation Database Enrichment Source Publisher |
StartPage | 43 |
SubjectTerms | Customer satisfaction Customer services Hospitality industry Hotels & motels Management Management styles New employees Quality management Quality of service Quality standards Restaurants Studies Total quality Tourism |
SummonAdditionalLinks | – databaseName: AUTh Library subscriptions: ProQuest Central dbid: BENPR link: http://utb.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwfV07T8MwELaglRAL4ilCeXiAASSLPGwnZkGAWhUEBRWKukV-RQwoLW36_7ETp0VF6uqcM5zPd9_5XgCcq1jyhFONrH1GWFCBGM8SxBOLThSVitra4Zce7Q7w05AMXW7O1KVV1jqxVNRqJO0b-bVxjo00Yuzfjn-QHRplg6tugsY6aIYBtlHa5n2799afhxEwLWefhj4hiBrJdWHNcvSN7UpCQmYsbECSyFa4_TFMS9W5Cw1dmp3ONthyeBHeVQe8A9Z0vgs26nT1PfD63u5_Glj6DHmuoEFzsIzE6EkOH22diln8GhX6G07L5_kbyKFcNPw2m6qeJBBBs1bAcB8MOu2Phy5yQxKQDBktEA-okIQoxn0eGY2hBcmYLwLOMiZ94TOeZJRlkchCyWNiFVyiYhHGMmHUOEfRAWjko1wfAmg8G1_FTEUZjbAKNMeC6TDCfmRAiRKBB65qDqXjqhdGWvoQdpDlMjs9cOF4OKf9R5OOVeaBy2W6Ff9s1aeRuqs2TeeC4YGz-VdzR2zgg-d6NJumhlG2IWlwtHJ_C2xWvWltrsoxaBSTmT4xiKMQp06ufgFuxs1G priority: 102 providerName: ProQuest |
Title | SERVQUAL and the Northern Ireland hotel sector: a comparative analysis - part 2 |
URI | https://www.emerald.com/insight/content/doi/10.1108/09604529710158300/full/html https://www.proquest.com/docview/198073440 https://search.proquest.com/docview/29617531 |
Volume | 7 |
hasFullText | 1 |
inHoldings | 1 |
isFullTextHit | |
isPrint | |
link | http://utb.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwrV1LT9tAEB7RREK90PISgRb2AAcqmdhee-3tDVCAVrzKS8DF2pcFApwocS499Sf0N_JLmPUjiICQKvW6L2nXuzPfeGa-AVjVkRKxYMax-tkJJJMOF2nsiNiiE82UZjZ3-OCQ7Z0HPy_Dywk4qnNhirDK8ndMIadvs4E1Uts2cBul8IhwoKheY4lFQp-jkvTCmLpu2_6ybt_kD_cfoIlYm6I11ry-ut7cHTkWAlZUQ7VTHTu3cnS-udwLVTWWr_ssswtFtPMJevUWyviTu41hLjfU7zF2x_-4x88wVYFWslnesmmYMNkMTNYx87Pw67RzcoHYeJ-ITBOElKRwB5l-Rn7YZBlsvOnm5p4MCh_BdyKIemYdx0klMQp5_POXYGtO_Dk43-mcbe85Va0GR_mc5Y7wmFRhqLlwBUXBZWSYcld6gqdcudLlIk4ZT6lMfSWi0MrZWEfSj1TMGdpodB4aWTczC0DQwHJ1xDVNGQ20Z0QgufFp4FLERlp6LfhWf5akV1JyJIUpY-tpjh9XC9aqox6NfTUm6em0Bevj495Zc6m-Akn14geJx2OUlkGAvSujXnyq1v8iMtMdDhI8KMuL6i3-ywaW4GPJmGsjaL5AI-8PzVfEQblchuZW5_D4ZLm6409Civ1e |
link.rule.ids | 315,786,790,21416,21737,27955,27956,33777,43838,53298,53426,74657 |
linkProvider | Emerald |
linkToHtml | http://utb.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwfV1LT8MwDLZgSMAF8RTjtRzgAFJEX0kbLgjQpg3GQLzErcqr4oC6sZb_T9KlAw1p19TpwXH8iO3PAMcqljzhVGNrn3EkqMCMZwnmifVOFJWK2t7h-wHtvka37-Td1eYUrqyy1omVolZDad_Iz01wbKQxirzL0Re2Q6NsctVN0FiEJYu4mTRg6bo9eHyaphEiWs0-DTxCMDWS69Ka1egbi0pCAmYsrE-S0Ha4_TFMM925vxq6MjuddVhz_iK6mhzwBizofBOW63L1LXh4bj-9Gbe0j3iukPHmUJWJ0eMc9Wyfiln8GJb6ExXV8_wF4kj-An6bTRNMEoSRWStRsA2vnfbLTRe7IQlYBoyWmPtUSEIU4x4PjcbQgmTMEz5nGZOe8BhPMsqyUGSB5DGxCi5RsQhimTBqgqNwBxr5MNe7gExk46mYqTCjYaR8zSPBdBBGXmicEiX8JpzVHEpHEyyMtIoh7CDLWXY24cTxcEr7jyYdqawJp7N0c_65X59G6q5akU4Fowmt6VdzR2zig-d6-F2khlEWkNTfm7u_BSvdl_t-2u8N7vZhdYJTa-tWDqBRjr_1ofE-SnHkZOwHSobQPA |
linkToPdf | http://utb.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwfV1LTxsxEB5RkFAviKcanj7QA0gW-7C9ay6IRyKgEBCFitvKT_VQbQJZ_j_jjROqIHH1jvcwHs_DM_MNwL4tjCqVcDTYZ8q00FQqX1JVBu_ECmNF6B2-7YvLJ3b9zJ8jpNAollVOdGKrqO3AhDfyIwyOURoZS458rIq4v-idDF9oGCAVEq1xmsY3WCiY4BiHLZx1-_cP05QCE-0c1CzhnAqU4pjibMfgBIQSnkm0tikv89Dt9p-RmunU_dDWrQnqLcNS9B3J6fiwV2DO1auwOCldX4O7392HP-ii3hBVW4KeHWmzMu61JlehZwUX_w4a94-M2qf6Y6KI-QD_xk1jfBJCCa41JFuHp1738fySxoEJ1GRSNFSlQhvOrVSJylF7OM29THSqpJcm0YlUpRfS59pnRhU8KLvSFjorTCkFBkr5BszXg9r9AIJRTmILaXMvcmZTp5iWLstZkqODYnXagcMJh6rhGBejauOJMNRylp0d-Bl5OKX9RFMNre_AwSzdF__cmpxGFa_dqJoKSQf2pl_xvoQkiKrd4G1UIaMCOGm6-eX-PVhE8apurvq_tuD7GLI2lLBsw3zz-uZ20BFp9G4UsXdjENRw |
openUrl | ctx_ver=Z39.88-2004&ctx_enc=info%3Aofi%2Fenc%3AUTF-8&rfr_id=info%3Asid%2Fsummon.serialssolutions.com&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Ajournal&rft.genre=article&rft.atitle=SERVQUAL+and+the+Northern+Ireland+hotel+sector%3A+a+comparative+analysis+%E2%80%90+part+2&rft.jtitle=Managing+service+quality&rft.au=Gabbie%2C+Olive&rft.au=O%E2%80%99Neill%2C+Martin+A.&rft.date=1997-02-01&rft.issn=0960-4529&rft.volume=7&rft.issue=1&rft.spage=43&rft.epage=49&rft_id=info:doi/10.1108%2F09604529710158300&rft.externalDBID=n%2Fa&rft.externalDocID=10_1108_09604529710158300 |
thumbnail_l | http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/lc.gif&issn=0960-4529&client=summon |
thumbnail_m | http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/mc.gif&issn=0960-4529&client=summon |
thumbnail_s | http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/sc.gif&issn=0960-4529&client=summon |