Despite long‐standing interest in the quality movement by marketing scholars, marketing managers have not seized opportunities to provide leadership as the quality movement has centered attention on customer satisfaction. Significant corporate investments in quality programs suggest that the...

Quality improvement decisions are the catalyst for substantial technological improvements being made in the manufacturing sector. The ew technology, however, has developed faster than techniques for evaluating capital investments in such improvements. This is largely because the benefits of...

The introduction of the industrial robot into the American workplace has been received with mixed results. Management, whose decision introduced the new technology, invariably views the robot's presence as a cure for many of the organization's production and competitive problems. Conversely,...