...Mahour Mellat Parast; Elham (Ellie) H. Fini Purpose This study aims to investigate the effect of productivity and quality on profitability in the US airline industry. Design/methodology/approach Airlines operations and performance data were used to determine the effect of productivity...

...Rhett H. Walker; Lester W. Johnson; Sean Leonard Purpose To provide an alternative view of customer value and service quality as conceptualized in the service‐profit chain. Design/methodology/approach A survey of the vast and diverse literature on the concepts of value and quality is used...

...Anders Gustafsson; Bo Edvardsson; Timothy L. Keiningham; Tiffany Perkins‐Munn; Lerzan Aksoy; Demitry Estrin Purpose Many researches have proposed a virtuous chain of effects from improved customer satisfaction to profits. In particular, satisfaction is thought to improve share‐of‐spending, which...

..., illustrates how TOC can be applied to service and not‐for‐profit organizations. The first part explained the basic principles of TOC: in this issue those principles are applied in a health‐care environment. We can then refer to the common manufacturing terms of raw material supplies, work‐in‐process...

...D. Keith Denton Contends that the environment is the vehicle to greater profits in the 1990s. States that organizations should comply with customer demands, and recent surveys show consumers are willing to pay more for environmentally‐friendly products. Covers areas such as managing vs. controlling...