Issues

Book review

Activity Based Management: Improving Processes and Profitability

K. Narasimhan
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Innovation assessment as a management information tool: a case study

Annie Bartoli; Philippe Hermel; Juan Ramis‐Pujol
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Business excellence initiatives: dependencies along the implementation path

Allan Meers; Danny Samson
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Exploring the customer feedback process

Anders P. Fundin; Bo L.S. Bergman
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Assessment methodology to prioritize knowledge management related activities to support organizational excellence

Manfred Bornemann; Martin Sammer
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The relationship between networking practices and business excellence: a study of small to medium enterprises (SMEs)

Milé Terziovski
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Excellence in knowledge management: an empirical study to identify critical factors and performance measures

Pieris Chourides; David Longbottom; William Murphy
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The predictive power of intangibles

Jacob Eskildsen; Anders H. Westlund; Kai Kristensen
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Editorial

Editorial

Doug Hensler; Rick 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

The implementation and application of the business excellence model in SMEs

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Unique training: the mood indicator is an employee's tool

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Rethinking paradigms of service – service in a virtual environment

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Developing a quality assurance framework for in service training and development

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Developing a comprehensive picture of service failure

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Singapore Airlines: what it takes to sustain service excellence – a senior management perspective

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Employing transformational leadership to enhance the quality of management development instruction

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Measuring the quality of relationships in consumer services: an empirical study

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News focus

News focus

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Quality focus

Quality management training in Australia

Richard E. Cord; Henry H. Goldman
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Viewpoint: techniques for quality-minded training professionals

Richard E. Cord; Henry H. Goldman
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The business excellence model: implications for quality training

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Viewpoint: don't drink the bleach!

John Peters
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"Hardwiring" an organization's service performance

Richard E. Cord; Henry H. Goldman
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Service quality: complaints and compliments

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