Purpose – This paper aims to present and compare a new method, improvement gap analysis (IGA), with two different versions of importance-performance analysis (IPA) – original IPA and diagonal IPA – focusing on how each method evaluates the possible impact of incremental innovations on...

Purpose The purpose of this paper is to develop a tool, “The Excellence Grid,” to categorize attributes on the basis of their ability to impact customer perception of “excellence” in service compared to perception of “good” service. In addition, provide a three dimensional (3D) model...

Purpose – The purpose of this article is to address ways in which customer satisfaction could be improved. Design/methodology/approach – In this article it is shown how the analytic hierarchy process (AHP) can be of use in making a choice between a number of alternative quality improvement...

Purpose – The purpose of this paper is to provide an analysis of the ISO 10002: 2004 standard from the perspective of its context within the ISO 10001/2/3 triad of customer satisfaction complaint system and ISO 9001 quality management system standards, its complaints handling content, and the...

The aim of this study was to determine whether customer satisfaction can be used as a reliable measure of the performance of the management of a research and development (R&D) department. A study of a research and development department of an Australian manufacturing company was undertaken in...

Purpose The purpose of this paper is to examine the relationship between the critical factors of quality and customer results and also investigate the structure of relationships between the critical factors of quality, in the context of the tourist accommodation sector in Spain....

The meaning of TQM sustainablity.The concept of sustainable development has been touted as a new planningagenda (Beatley and Manning, 1998). As such, it becomes a fundamentalconcept which should be an important aspect of all further policy developments(Loffler, 1998).

The significance of the quality of work in the construction industry has been highlighted in recent years. Nevertheless, it is unusual to find that housing refurbishment projects have been undertaken with a clear emphasis on the service provided for tenants. To assess the scope for tenant...

Quality problems in the service organization are the result of the mismatch between prior expectation and perceived quality of the service. Each organization will attempt to determine the requirements of its customers and translate these requirements into product and delivery process...