Manufacturing of perfect, defect free, products has long been recognised, and still remains an important strategic objective for any company aspiring to build market share in a globally competitive economic environment. In this paper we examine the key quality‐led techniques that have helped...

This paper reviews the conceptual framework of organisational learning, and identifies five focuses of the concept and practices within the existing literature, namely, focus on collectivity of individual learning; process or system; culture or metaphor; knowledge management; and continuous...

Purpose Via an experimental approach, this study therefore seeks to examine the effects of outcome valence upon service perception in the higher education setting where academic services form the core service element. To further extend this inquiry, the purpose of this paper is to explore the...