Quality & Service
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Quality & Service
Managing Service Inventory to Improve Performance
Sunil Chopra and Martin A. Lariviere
Quality & Service
What Quality Means Today
Leadership and management innovation must drive a comprehensive ethos of excellence.
Armand V. Feigenbaum and Donald S. Feigenbaum
Customers
Creating a Superior Customer-Relating Capability
Companies with the best connections to their customers focus on the people and businesses that buy from them.
George S. Day
Quality & Service
Exploring Scale: The Advantages of Thinking Small
Frits K. Pil and Matthias Holweg
Quality & Service
Using Choice Modeling in Service Management
A framework for gaining a clearer understanding of customer preferences.
Lauren Keller Johnson
Quality & Service
Beyond Better Products: Capturing Value in Customer Interactions
Mark Vandenbosch and Niraj Dawar
Quality & Service
Managing the Total Customer Experience
Leonard L. Berry, Lewis P. Carbone and Stephan H. Haeckel
Quality & Service
Successful Build-to-Order Strategies Start With the Customer
Matthias Holweg and Frits K. Pil
Climate Change
Making Business Sense of Environmental Compliance
Companies lose money because they treat pollution control and plant operations as separate concerns. But it costs less in the long run to make plant managers true partners.
Jasbinder Singh
Quality & Service
Corporate Responsibility Audits: Doing Well by Doing Good
Sandra Waddock and Neil Smith
Customers
Five Imperatives for Improving Service Quality
Leonard L. Berry, Valarie A. Zeithaml and A. Parasuraman
Quality & Service
What Does “Product Quality” Really Mean?
Do quality improvements lead to higher or lower profits?
David A. Garvin
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