【正文】 the servicescape),strongly influence both employees and customers in physiological,psychological,emotional,sociological and cognitive ways,particularly as the core service bees more intangible culture In service anizations the boundary separating the customers and employees is very frail and pervious,with the result that the physical and psychological propinquity between them is so intense that only afirm39。s world of intense petition,satisfying customers may not be petitive advantage in aquality revolution es only from customer satisfaction is ashor tterm concept which may or may not lea to mitment. satisfaction Employee satisfaction is amultidimensional concept,which is defined as the degree to which employees of an anization believe that their needs and wants are continuously satisfied by the anization must not only have afocus on service quality/customers,but also concentrate on employee satisfaction,as research has shown much evidence of strong relationships between employee perceptions of employee wellbeing and customer perceptions of service quality and satisfaction Dimensions Explanation of the critical dimensions intervention With amajor chunk of the workforce in both developed and developing nations working in service anizations,industrial relations issues are as crucial(if not more)as they are in manufacturing TQM is an anizationwide approach,its success is greatly influenced by its employee employee relations issues affect the aniz ational system and consequently determine the nature and extent of TQM ,with the technological growth(in terms of puterization,working,etc.)gripping the service sector,and the known aversions and apprehensions of the unions towards such advancements,it could be concluded that union attitudes play acritical role in any quality improvement effort responsibility The concept of corporate citizenship should e to the fore if an anization has to be successful and progress towards achieving business can be achieved by fulfilling its the same time,an anization must also grow and have agood image, should meet its social and munity he end of the day,it is not just the profit or revenue that counts for an anization,but an indomitable belief in corporate responsibility to its society bees the entire world undergoing an upheavala quality revolution– it is this attitude that will certa inly give an anization apetitive edge in the long run over many others who vie for greater honors in terms of profits,return on investments(ROI),market share, ignoring the but none the less powerful dimension sends strong signals towards improving the anization39。 While in manufacturing,standard such as product characteristic,process,cost,strategy, used as benchmarks,it is all the more difficult to benchmark of the very puzzling nature of services and the consequent anizational contingencies that it warrants for its design,production,delivery and consumptions,anizations need to focus on benchmarking not only hard data,but also certain behavioral features such as customer satisfaction and employee satisfaction,apart from paring the services and processes through which they are delivered. improvement The quest for quality improvement is not aspecific destination but acontinuous journey that throws up more and more opportunities for should be viewed as an ongoing process in the sense once targets are met,new ones must be set,aiming for even higher levels of service is arace which has no finish line but has the sole objective of striving for continuous improvement,an dlooking for breakthroughs with revolutionary order of magnitude changes that will result in the transmogrification of the anization into aworldclass one focus Customer focus is the ultimate goal of any TQS program because anizations can outscore their petitors by effectively addressing customers39。 and analysis system Services,unlike manufactured goods,cannot be inventoried and used in times of emergenc yor ,during rush or peak periods,unless anizations keep themselves prepared for any such eventualities,they may not be able to provide quality service to can lonely be achieved by equipping the employees with information regarding the process and the ,sufficent and pertinentdate that are critacal to the implementation and practice of TQM constitute information and aTQS ambience people need to municate across anizational levels,functions and locations to work out current problems,eschew new ones and implement for proactive prevention rather than reactive correction are employed to monitor quality in order to sustain atrue customer focus Benchmarking is aparison aparison standard that consists of analyzing the best products/services and processes of the best anization of the best anizations in the world and then analyzing and using that information to improve one39。needs,expectations and desires,consequently resulting in improve business performance Service process management essentially involves the procedures,systems and technology that are required to streamline the service delivery so that customers can receive the service without any hassles, delineates the nonhuman element of service delivery,as opposed to human element which is captured in the dimension39。 Table critical dimensions of TQS dimensions Explanation of the critical dimensions management mitment and visionary leadership Top management mitment is aprerequisite for effective and successful TQS different researcher proclaim various theories on the anizational requirements for any quality improvement effort should e from the leadership is the art of leading and espousing amental,strategic and spiritual change in the anization,propagating the vision throughout the anization,devising and developing aplan of action and finally