Person
The aim of the research reported in this paper is to assess the relative value of the 2000 version of the ISO 9000 series of quality management system standards in comparison to the 1994 version. 773 organisations in the Netherlands which have all been certified to the ISO 9000 standard were surveye
Reaching service excellence through a focus on the customer, demands more than just measuring customer satisfaction by means of questionnaire surveys. Nowadays, it is not sufficient anymore to have service excellence in services, processes and relationships. Now is the time to create excellence in c
Service organisations still struggle with the adoption of a road to excellence. Evidence exists that processes and systems in service organisations are not always as advanced as in manufacturing organisations. Adding a quality smile to the face of the service provider will not solve the problems tha
This paper will discuss the phenomenon Mystery Shopping in the field of customer satisfaction measurement techniques. By using the literature about Mystery Shopping definitions and restrictions of this instrument will be presented. Also, possible ways to present and use the gathered data will be sho
A survey has been undertaken amongst students of two universities (Erasmus University Rotterdam, The Netherlands, and Northeastern University Boston, USA) to study what quality factors are perceived as important in relation to their use of web sites. The results of the questionnaire survey are an
The volume of temporary labour has grown very fast during the last decades in Europe, as did the number of organizations with an intermediating role in relation to temporary (contingent) labour. All over the place there are small and large intermediaries trying to find the right persons for the vaca
Research, summarized and classified in the work of Delery and Doty (1996), Guest (1997), Paauwe and Richardson (1997) and Boselie et al. (2001), suggests significant impact of Human Resources Management (HRM) on the competitive advantage of organizations. The mainstream research on this topic reveal
The ISO 9000 experiences of the same sample of organisations over a five year time period is examined in this paper. The responses to a questionnaire sent out at the end of 1999 to companies which had a reasonably long term experience with the ISO 9000 series quality system are analysed. These compa
A project has been started with the intention to develop an E-Business Research Network on E-business related research in business and management. The initiative has been taken in co-operation between Erasmus University and UMIST to develop a project in which the first stage concerns the development
There is a growing interest in theory and in practice with regard to the relationship between human resource management [HRM] and total quality management [TQM] as well as the relationship between these two perspectives and business performances. Empirical research suggests significant effects of HR
Go to page top
Go back to contents
Go back to site navigation