July 2007
Volume 14 • Number 3

• An Exploratory Study into the Multidimensional Nature of Quality in Analytical Laboratories: Managerial Implications (PDF, 180 KB)
  Frederick Roelofse
  A study shows that both functional and technical quality are important to customers.
• Service Quality From the Customer’s Perspective: An Empirical Investigation (PDF, 205 KB)
  R. Saravanan and K. S. P. Rao
  Service quality in the automobile industry in India is evaluated using a version of the SERVQUAL instrument.
• Project Quality Activities and Goal Setting in Project Performance Assessment (PDF, 228 KB)
  Brad Masters and Greg Frazier
  Focusing on and investing in project quality activities can help increase project performance.
• A Framework to Evaluate Service Operations: Dynamic Service-Profit Chain (PDF, 300 KB)
  Kalyan Pasupathy and Konstantinos Triantis
  The impact of the investments made in ovperational attributes can be determined by using a dynamic model based on the service-profit chain.

DEPARTMENTS

• Editorial Board (PDF, 94 KB)
• Introduction (PDF, 61 KB)
• Executive Briefs (PDF, 111 KB)
• Book Reviews (PDF, 159 KB)