Volume 12 • Number 4
* OPEN ACCESS *
TQM, Culture, and Performance in UAE Manufacturing Firms (PDF, 177 KB)
Naceur Jabnoun and Khalefa Sedrani
Is the success of TQM implementation largely dependent on corporate culture?
Promoting Customer Satisfaction by Applying Six Sigma: An Example from the Automobile Industry (PDF, 204 KB)
S. C. Chen, K. S. Chen, and T. C. Hsia
A framework for analyzing the performance of three popular root cause analysis tools is presented.
Root Cause Analysis: A Framework for Tool Selection (PDF, 149 KB)
A. Mark Doggett
How organizational measures are perceived may affect the extent to which they guide practice and lead to intended results.
SERVQUAL: Its Applicability in Electronic Commerce B2C (PDF, 148 KB)
Lucia Melián Alzola and Victor Padron Robaina
SERVQUAL is a popular method for measuring service quality, but can it be applied to electronic commerce business to customer (B2C)?
Introduction (PDF, 62 KB)
Executive Briefs (PDF, 108 KB)
Book Reviews (PDF, 137 KB)
Cumulative Index—Volume 12 (PDF, 117 KB)