MARC details
| 000 -LEADER |
|---|
| fixed length control field |
02003nam a22002777a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
ZW-GwMSU |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20240308121532.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
240308b |||||||| |||| 00| 0 eng d |
| 022 ## - INTERNATIONAL STANDARD SERIAL NUMBER |
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| International Standard Serial Number |
0972-1509 |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
MSU |
| Language of cataloging |
English |
| Transcribing agency |
MSU |
| Description conventions |
rda |
| 050 ## - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HC59.15GLO |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Lenka, Usha |
| Relator term |
author |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Soft and hard aspects of quality management practices influencing service quality and customer satisfaction in manufacturing-oriented services |
| Statement of responsibility, etc. |
by Usha Lenko, Damodar Suar and Pratap K.J. Mohapatra |
| 264 ## - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE |
|---|
| Place of production, publication, distribution, manufacture |
New Delhi : |
| Name of producer, publisher, distributor, manufacturer |
Sage ; |
| Date of production, publication, distribution, manufacture, or copyright notice |
©2010 |
| 336 ## - CONTENT TYPE |
|---|
| Source |
rdacontent |
| Content type term |
text |
| Content type code |
txt |
| 337 ## - MEDIA TYPE |
|---|
| Source |
rdamedia |
| Media type term |
unmediated |
| Media type code |
n |
| 338 ## - CARRIER TYPE |
|---|
| Source |
rdacarrier |
| Carrier type term |
volume |
| Carrier type code |
nc |
| 440 ## - SERIES STATEMENT/ADDED ENTRY--TITLE |
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| Volume/sequential designation |
Volume 11, number 1 |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
This review rationalizes that quality management practices have been adopted as a marketing strategy in the post-liberalized economy. Evaluating the literature and theories of quality management, differences are found in the implementation of quality management practices in manufacturing and service sectors. A critical assessment of literature and a comparison of various quality management models divulge the variables that are proposed to influence service quality and customer satisfaction in manufacturing-oriented services. These variables are categorized as ‘soft’ and ‘hard’ aspects of quality management. The soft aspects include transformational leadership, workplace spirituality, service climate, human resource management practices, employees’ affective commitment and job satisfaction. The hard aspects incorporate the management information system and physical evidence. It is rationalized that the adoption of soft and hard aspects of quality management is essential to achieve service quality and customer satisfaction. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Quality management practices |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer satisfaction |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Suar, Damodar |
| Relator term |
co-author |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Mohapatra, Pratap K.J |
| Relator term |
co-author |
| 856 ## - ELECTRONIC LOCATION AND ACCESS |
|---|
| Uniform Resource Identifier |
10.1177/097215090901100105 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Library of Congress Classification |
| Koha item type |
Journal Article |