While many firms have developed programs to handle individual complaints, few have implemented programs to analyze aggregate complaints over time. Attempts to fill that void and outlines a method to analyze and manage aggregate complaints. This is a critical part of a complete complaint...

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...

A manufacturing process quality model for investigating the operation of a manufacturing unit has been developed incorporating the failure mechanism of instantaneous assignable cause, mean drift and standard deviation drift. Describes an illustrative example, showing how the new model can be...

The inventor of the first personal computer in the world advocates a conceptual shift in the way companies will have to nurture customers and seek innovations in products or services that were designed to satisfy yet to be defined needs.

Reports how, in an effort to improve research quality, save time and decrease total costs, many businesses have been turning from discrete, arm’s‐length, transactional relationships with a multitude of research suppliers towards long‐term, collaborative relationships with just a few...

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 propose a model for linking the dimensions of quality and how customers create their perceptions of quality in the products and services that they purchase. This provides a holistic framework for a better understanding of the various dimensions of...

Considerable attention has been focussed on the measurement of service quality. In fact, the 1990s has been referred to as the era of customer service. However, little empirical research has been done to demonstrate the impact of service quality on usage decisions. Product (brand or service)...

In today’s increasingly competitive environment, it is important to measure the service firm’s performance in the areas which contribute most significantly to the client’s overall satisfaction. Previous research indicates that marketing research clients are concerned with a research...