Many of the new pressures from today's manufacturing environment are turning manufacturing managers' attention to the virtues of developing a flexible manufacturing function. Flexibility, however, has different meanings for different managers and several perfectly legitimate alternative paths...

Provides managers with an empirically derived framework to help them assess the likely impact of any service quality initiative. Categorizes quality factors in terms of their relative importance and their effect on satisfaction and dissatisfaction. States that the study is based on an analysis...