Volume 19 • Number 4
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The Role of National Culture on Relationships Between Customers’ Perception of Quality, Values, Satisfaction, and Behavioral Intentions (PDF, 468 KB)
Chao Wen, Hong Qin, Victor R. Prybutok, and Charles Blankson
A look at the Chinese culture and the American culture and their effect on customer satisfaction with quality in the fast-food industry.
The Attraction of the Sizzle: A Service Investment Model (PDF, 372 KB)
Kwabena G. Boakye, Junhyuk Kwon, Charles Blankson, and Victor R. Prybutok
The results of the first test of the investment model for predicting attitudinal
loyalty in service industries.
Costs and Savings of Six Sigma Programs: An Empirical Study (PDF, 445 KB)
* OPEN ACCESS *
An attempt to quantify the financial impact of Six Sigma programs.
CEO Attitudes and Motivations: Are They Different for High-Performing Organizations? (PDF, 445 KB)* OPEN ACCESS *
Milan D. Larson, John R. Latham, Charles A. Appleby, and Carl L. Harshman
Findings from an exploratory, mixed-method, multiple case study on the motivational and attitudinal patterns of CEOs who have led successful organizational transformations.