Issues

Book Review

Handbook of Customer Satisfaction and Loyalty Measurement, 2nd Edition

K. Narasimhan
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Integrity capacity as a strategic asset in achieving organizational excellence

Joseph A. Petrick; John F. Quinn
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Erratum

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Developing the organization for growth

Douglas A. Hensler; David P. Torres
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Rewarding service success

Steve Macaulay; Sarah Cook
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Six sigma seen as a methodology for total quality management

Bengt Klefsjö; Håkan Wiklund; Rick L. Edgeman
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Benchmarking excellence

Kai Kristensen; Hans Jørn Juhl; Jacob Eskildsen
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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
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Editor’s page

Leadership in the rainforest: new measures of business excellence?

Rick L. Edgeman
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Events

Events

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Focus on books

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

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Discovering the Soul of Service

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

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The Management of Service Operations

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Focus on the net

Focus on the net

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Key Readings

Improving service quality: a tale of two operations

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Developing a quality index for US airports

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A maintenance model for quality management

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

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Institutionalizing customer-driven learning through fully integrated customer feedback systems

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Maintaining quality through evolving strategy: the TVS partnership

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Alchemy: the transformation to service excellence

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Infrastructure under construction: continuous improvement and learning in projects

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ISO 9000 certification benefits, reality or myth?

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Are small manufacturers failing the quality test?

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Practical experience with quality improvements in small companies

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

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Service orientation in transitional markets: does it matter?

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Service quality and satisfaction – the moderating role of value

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Quality assurance and effectiveness of audit systems

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News Focus

"Toothless" staff can't handle complaints – survey

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Quality Focus

What's this "systems" stuff anyhow?

H. James Harrington; Joseph J. Carr; Robert P. Reid
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Demystifying the supplier-customer interface

William Wrennall
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More effective leadership can bring higher service quality

Erwin Rausch
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Preparing an enterprise for ISO 9000 certification

Denise Dumke de Medeiros
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Viewpoint

Pandora's Box

John Peters
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See the organisation how the customer sees it

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