One of the most unexamined assumptions marketing firms have made in recent years is that satisfaction alone will guarantee customer loyalty. Our research questions this assumption. We explored the correspondence between customer satisfaction and loyalty, and found as many as half of the...

Maintains that a core issue for the international competitiveness of US corporations is that of the innovation challenge, that is the failure to effectively exploit the inventiveness and energy of individuals in large corporation environments. Describes the background to the problem, that of the...

Within the existing health care system, a significant percentage of Americans over the age of 65 will have need of extended health care. Yet the extended care industry has little information as to how consumers will make a choice among placement options. The results of this study describe both...

Illustrates the results accomplished by an ad hoc committee established at a bank to conduct training throughout the organization, with particular emphasis on providing quality customer service. The ad hoc committee proved to be more effective and efficient than the addition of a training...

In order to survive in today’s current downsizing within the defence sector, Hughes Aircraft Company has risen to the challenge by emphasizing teaming efforts, re‐engineering and adopting concurrent engineering process methods and has developed the integrated product development (IPD)...

Through the application of Hirst’s “forms of knowledge” theory, it is shown that the Shakers’ nineteenth century management principles had many similarities to Deming’s tenets. For example, Shakers were committed to perfection in work, taking their time in pursuit of quality. Training...

Japanese and US organizations, in their strivings to achieve organizational and quality excellence, differ significantly in various aspects of management and work culture. Spiritual teachings, such as Shintoism and Buddhism, have shaped the Japanese people’s concept of human relations and...