Table of contents
Service productivity, quality and innovation: Implications for service‐design practice and research
A. ParasuramanThe purpose of this paper is to discuss the intertwining of productivity, quality and innovation in the service domain and, based on that discussion, propose and examine the…
User participation: quality assurance for user‐fit design
Kin Wai Michael SiuThe purpose of this paper is to discuss how the participatory approach should be considered and applied in research for the disabled. It aims to arouse the awareness of…
Measuring and managing brand equity: A study with focus on product and service quality in banking
Anne Martensen, Lars GrønholdtA strong brand is among the most valuable intangible assets for any company. This paper aims to provide empirical evidence of a brand equity model and illustrates the application…
Service quality on three management levels: A study of service quality in public tendering contracts
Carolina CaménThe aim of this paper is to deepen the understanding of how service quality factors are stipulated in advance within contracts, in order to ensure the providing of a high‐quality…
A proposed model for measuring service quality in secondary education
Prabha Ramseook‐Munhurrun, Perunjodi Naidoo, Pushpa NundlallThe aim of this paper is to examine educators' perceptions of service quality in secondary schools. Research into service quality in a secondary educational context is somewhat…
The suitability of Kano's method for the requirements of the cutlery industry: Results of a case study associated with an approach to widen Kano's theory
Horst‐Artur Crostack, Christian Kern, Robert RefflinghausThe purpose of this paper is to apply Kano's method in practice in the cutlery industry and test its suitability to the cutlery industry. Furthermore, a Kano‐based process for…
Failure mode and effects analysis in pharmaceutical research
Hirotaka Inoue, Shu YamadaQuality management tools such as failure mode and effects analysis (FMEA) have been implemented in various industries to improve quality. This report aims to demonstrate that FMEA…
ISSN:
1756-669XOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Riadh Ladhari