Issues

Book Review

Handbook of Customer Satisfaction and Loyalty Measurement, 2nd Edition

K. Narasimhan
View articletitled, Handbook of Customer Satisfaction and Loyalty Measurement, 2nd Edition
Add to Citation Manager for Handbook of Customer Satisfaction and Loyalty Measurement, 2nd Edition

Integrity capacity as a strategic asset in achieving organizational excellence

Joseph A. Petrick; John F. Quinn
View articletitled, Integrity capacity as a strategic asset in achieving organizational excellence
Open the PDF for in another window
Add to Citation Manager for Integrity capacity as a strategic asset in achieving organizational excellence

Erratum

View articletitled, Erratum
Open the PDF for in another window
Add to Citation Manager for Erratum

Developing the organization for growth

Douglas A. Hensler; David P. Torres
View articletitled, Developing the organization for growth
Open the PDF for in another window
Add to Citation Manager for Developing the organization for growth

Rewarding service success

Steve Macaulay; Sarah Cook
View articletitled, Rewarding service success
Open the PDF for in another window
Add to Citation Manager for Rewarding service success

Six sigma seen as a methodology for total quality management

Bengt Klefsjö; Håkan Wiklund; Rick L. Edgeman
View articletitled, Six sigma seen as a methodology for total quality management
Open the PDF for in another window
Add to Citation Manager for Six sigma seen as a methodology for total quality management

Benchmarking excellence

Kai Kristensen; Hans Jørn Juhl; Jacob Eskildsen
View articletitled, Benchmarking excellence
Open the PDF for in another window
Add to Citation Manager for Benchmarking excellence

A real time performance measurement technique for dispersed manufacturing

Henry C.W. Lau; Peter K.H. Lau; Felix T.S. Chan; Ralph W.L. Ip
View articletitled, A real time performance measurement technique for dispersed manufacturing
Open the PDF for in another window
Add to Citation Manager for A real time performance measurement technique for dispersed manufacturing

Editor’s page

Leadership in the rainforest: new measures of business excellence?

Rick L. Edgeman
View articletitled, Leadership in the rainforest: new measures of business excellence?
Add to Citation Manager for Leadership in the rainforest: new measures of business excellence?

Events

Events

View articletitled, Events
Add to Citation Manager for Events

Focus on books

Beyond ISO 9000: How to Sustain Quality in a Dynamic World

View articletitled, Beyond ISO 9000: How to Sustain Quality in a Dynamic World
Add to Citation Manager for Beyond ISO 9000: How to Sustain Quality in a Dynamic World

Discovering the Soul of Service

View articletitled, Discovering the Soul of Service
Add to Citation Manager for Discovering the Soul of Service

Process Mastering: How to Establish and Document the Best Known Way to do a Job

View articletitled, Process Mastering: How to Establish and Document the Best Known Way to do a Job
Add to Citation Manager for Process Mastering: How to Establish and Document the Best Known Way to do a Job

The Management of Service Operations

View articletitled, The Management of Service Operations
Add to Citation Manager for The Management of Service Operations

Focus on the net

Focus on the net

View articletitled, Focus on the net
Add to Citation Manager for Focus on the net

Key Readings

Improving service quality: a tale of two operations

View articletitled, Improving service quality: a tale of two operations
Add to Citation Manager for Improving service quality: a tale of two operations

Developing a quality index for US airports

View articletitled, Developing a quality index for US airports
Add to Citation Manager for Developing a quality index for US airports

A maintenance model for quality management

View articletitled, A maintenance model for quality management
Add to Citation Manager for A maintenance model for quality management

Moments of sorrow and joy: an empirical assessment of the complementary value of critical incidents in understanding customer service evaluations

View articletitled, Moments of sorrow and joy: an empirical assessment of the complementary value of critical incidents in understanding customer service evaluations
Add to Citation Manager for Moments of sorrow and joy: an empirical assessment of the complementary value of critical incidents in understanding customer service evaluations

Institutionalizing customer-driven learning through fully integrated customer feedback systems

View articletitled, Institutionalizing customer-driven learning through fully integrated customer feedback systems
Add to Citation Manager for Institutionalizing customer-driven learning through fully integrated customer feedback systems

Maintaining quality through evolving strategy: the TVS partnership

View articletitled, Maintaining quality through evolving strategy: the TVS partnership
Add to Citation Manager for Maintaining quality through evolving strategy: the TVS partnership

Alchemy: the transformation to service excellence

View articletitled, Alchemy: the transformation to service excellence
Add to Citation Manager for Alchemy: the transformation to service excellence

Infrastructure under construction: continuous improvement and learning in projects

View articletitled, Infrastructure under construction: continuous improvement and learning in projects
Add to Citation Manager for Infrastructure under construction: continuous improvement and learning in projects

ISO 9000 certification benefits, reality or myth?

View articletitled, ISO 9000 certification benefits, reality or myth?
Add to Citation Manager for ISO 9000 certification benefits, reality or myth?

Are small manufacturers failing the quality test?

View articletitled, Are small manufacturers failing the quality test?
Add to Citation Manager for Are small manufacturers failing the quality test?

Practical experience with quality improvements in small companies

View articletitled, Practical experience with quality improvements in small companies
Add to Citation Manager for Practical experience with quality improvements in small companies

The impact of powerful and weak customers on quality assurance systems and quality improvement programmes

View articletitled, The impact of powerful and weak customers on quality assurance systems and quality improvement programmes
Add to Citation Manager for The impact of powerful and weak customers on quality assurance systems and quality improvement programmes

Service orientation in transitional markets: does it matter?

View articletitled, Service orientation in transitional markets: does it matter?
Add to Citation Manager for Service orientation in transitional markets: does it matter?

Service quality and satisfaction – the moderating role of value

View articletitled, Service quality and satisfaction – the moderating role of value
Add to Citation Manager for Service quality and satisfaction – the moderating role of value

Quality assurance and effectiveness of audit systems

View articletitled, Quality assurance and effectiveness of audit systems
Add to Citation Manager for Quality assurance and effectiveness of audit systems

News Focus

"Toothless" staff can't handle complaints – survey

View articletitled, "Toothless" staff can't handle complaints – survey
Add to Citation Manager for "Toothless" staff can't handle complaints – survey

Quality Focus

What's this "systems" stuff anyhow?

H. James Harrington; Joseph J. Carr; Robert P. Reid
View articletitled, What's this "systems" stuff anyhow?
Add to Citation Manager for What's this "systems" stuff anyhow?

Demystifying the supplier-customer interface

William Wrennall
View articletitled, Demystifying the supplier-customer interface
Add to Citation Manager for Demystifying the supplier-customer interface

More effective leadership can bring higher service quality

Erwin Rausch
View articletitled, More effective leadership can bring higher service quality
Add to Citation Manager for More effective leadership can bring higher service quality

Preparing an enterprise for ISO 9000 certification

Denise Dumke de Medeiros
View articletitled, Preparing an enterprise for ISO 9000 certification
Add to Citation Manager for Preparing an enterprise for ISO 9000 certification

Viewpoint

Pandora's Box

John Peters
View articletitled, Pandora's Box
Add to Citation Manager for Pandora's Box

See the organisation how the customer sees it

View articletitled, See the organisation how the customer sees it
Add to Citation Manager for See the organisation how the customer sees it