...‐Riddle Aeronautical University. Her areas of teaching include international business and strategic management. Her research interests include airline strategy, quality management, and intermodal transportation. Her work has appeared the Journal of Air Transport Management, Journal of Air...

... as a successful discount carrier, but not a Southwest since it boasts of different fare classes and generous frequent flyer programs. © Emerald Group Publishing Limited 2005 Airlines Quality Strategic management United States of America Even before the US airline industry was struck...

... deployment Customer satisfaction Strategic management Banking The conventional four‐phased, manufacturing‐based QFD methodology (Hauser and Clausing, 1988) was modified slightly so that it could be applied to the banking industry. Specifically, the four‐phased methodology was transformed...

... on three phases. This resulted in two tracks of research, each running in parallel, consisting of three phases as shown in Figure 1. TQM Quality management Strategic management Case studies The advent of total quality management (TQM) models, such as the business excellence model (BEM...

... cent. Research is a required area of excellence for a technology‐ldriven company. © Company 1995 Leadership Process efficiency Strategic management TQM Quality and process improvement are recognized major strategic issues for those who want to compete successfully through the 1990s...

... than falling into the trade‐off trap. The only way to achieve this is through strategic management and leadership. © MCB UP Limited 1995 I have asked this question to business people across the UK and Europe and a few common themes always emerge. These companies are growing; customers love...