Issues

Book Review

Patterns of Excellence: The New Principle of Corporate Success

K. Narasimhan
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Implementing a strategy successfully

Joseph A. De Feo; Alexander Janssen
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Energising the Organisation: A New Agenda for Business Excellence

Catherine L. Wang; Pervaiz K. Ahmed
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Changing the New Product Development Process: Reengineering or Continuous Quality Improvement?

Kevin Dooley; Dirk Johnson
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Supervision and service quality

Ronald J. Burke
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New criteria of performance management: A transition from enterprise to collaborative supply chain

Ron Basu
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Benchmarking UK Government Procurement Performance in Construction Projects

Robin Holt; Andrew Graves
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Conference Report

Conference Report

Rick Edgeman; Doug Hensler
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Editor’s page

Smoke signals: sifting through the ashes of tragedy

Rick L. Edgeman
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Events

Events

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Focus on books

Focus on books

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Focus on the net

Focus on the net

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Key readings

Changes in employee perceptions during organizational change

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Interactive selling: a dynamic framework for services

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Marketing services: a case of a missing product

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An empirical assessment of internal customer service

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A holistic model for total quality service

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Leadership among the constraints of trust

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Key ingredients for the effective implementation of statistical process control

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Statistical techniques for quality

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Trust and relationship building in electronic commerce

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Call centre management: is service quality a priority?

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An examination of the main factors affecting trust/commitment in supplier-dealer relationships: an empirical study of the Swedish wood industry

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Misplaced marketing: a service economy whose employees say "customer service is not my job!"

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The soft foundation of the critical success factors on TQM implementation in Malaysia

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News focus

Research highlights major untapped market for quality assurance and quality control industry

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Note from the publisher

Note from the publisher

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Spotlight On Arie De Geus

Spotlight On Arie De Geus

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Viewpoint

Trust for quality

Robyn Peterson
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Firms should give loyalty before they can expect it from customers

Jay Kandampully
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The perceived service quality concept – a mistake?

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Service alchemy – service transformation

Jay Kandampully
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Things to think about …

Jody Urquhart
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Statistical process control: an essential ingredient for improving service and manufacturing quality

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