ISSN 0960-4529 (Print)
Publisher: Emerald Group Publishing Limited
Keep your market definitions up to date - or risk losing your customers pp. 0-257(258) Author: Lele, Milind M
Growing the top line: companies should look beyond satisfaction pp. 214-217(4) Author: Taylor, Chris
Putting customers in the driving seat: building Rover's brand equity pp. 218-220(3) Authors: Jones, Peter; Whale, Nick; Meekings, Alan
Shotover to quality: the world's most exciting jet boat ride pp. 221-223(3) Authors: Kandampully, Jay; Duddy, Ria
Improving service quality: lessons and practice from the hotel sector pp. 224-226(3) Authors: Eccles, Gavin; Durand, Philip
Quality in practice - three of the best from Oklahoma pp. 227-232(6) Author: Taylor, Chris
Quality in Oregon, USA - the state quality award and its winners pp. 233-236(4) Author: Taylor, Chris
Striving for number one: practices from the US banking industry pp. 237-241(5) Authors: Brown, Kathryn; Kleiner, Brian H
Managing quality in manufacturing versus services: a comparative analysis pp. 242-247(6) Authors: DALE, B.G.; Barber, K.D.; Williams, R.T.; van der Wiele, T
Customer service: what's a smile got to do with it? pp. 248-252(5) Authors: Cook, Sarah; Macaulay, Steve
Ethics and corporate values - lessons from the US military pp. 258-261(4) Authors: Townsend, Patrick L; Gebhardt, Joan E; Townsend, Pat
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