Issues

Book Review

Strategy and Performance (3 volume set)

K. Narasimhan
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European quality challenges for the new millennium

B.G. Dale
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Managing in the @ age: Banking service quality and strategic positioning

Mosad Zineldin
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Strategic ambitions as drivers of improvement at DaimlerChrysler

Bart A.G. Bossink; Jan‐Nico Blauw
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Physical communication : An organizational asset

Jackie L. Hartman
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Analytic hierarchy process (AHP): A defective tool when used improperly

Eddie W.L. Cheng; Heng Li; Danny C.K. Ho
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Key ingredients for the effective implementation of Six Sigma program

Jiju Antony; Ricardo Banuelas
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The impact of TQM on financial performance

Jonas Hansson; Henrik Eriksson
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Editor’s page

Teaching and teams: confessions of a business excellence addict

Rick L. Edgeman
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Events

Events

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Focus on books

Customer Satisfaction Measurement Simplified: A Step-by-step Guide for ISO 9001:2000 Certification

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Seven Power Strategies for Building Customer Loyalty

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Focus on the Net

Focus on the Net

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Key readings

Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty

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ISO 9001:2000 and customer satisfaction

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Show them you care (customer relationship management)

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CRM: making sure your customers come back to you. Special report

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A shining example (customer service performance improvement)

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Peter F. Drucker: delivering value to customers

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Measuring and managing the satisfaction-loyalty-performance links at Volvo

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Customer value measurement for competitive advantage

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Don't measure customer satisfaction

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Customer perceived value: a substitute for satisfaction in business markets?

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News focus

Quality movement responsible for playing a part in the corporate clean-up

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Quality Focus

Implementation of a customer satisfaction program: a case study

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Why customer satisfaction research doesn't get results

Brenda Stewart
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How satisfied are your customers? Some painful questions about your CRM

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Prudential's customer service strategy delivers personalized service for customers

Lyn Etherington
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Customer satisfaction: it is dead but it will not lie down

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Complaining can be good for your customers – and good for you

Brenda Stewart
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