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This paper aims to provide a quantitative decision approach to the service quality management, developed on the basis of Kano's theory of attractive quality. The proposed approach aims at exploiting contacts with service made by “mystery guests” rather than traditional surveys on customer opinions.

A specific probabilistic model of the process of serving quality is the adopted basic tool. Multiple comparison tests aimed at controlling the service quality are the core of the proposed decision approach. In order to collect the needed sampling data, a few mystery guests who experience many customer‐service contacts are employed.

A quantitative decision methodology which both allows one to evaluate the actual service quality level and provides, via comparison tests, a tool to highlight the weak and strong points of the service delivery process.

The proposed quality map is an original graphical tool, which enables one to pin‐point strengths and failings in service quality, prioritize corrective actions and recognize improvements, if any. The operative value of the whole methodology is tested through a real application to the hotel service industry.

The purpose of this paper is to provide maintenance personnel with a methodology for using masked field reliability data to determine the probability of each subassembly failure.

The paper compares an iterative maximum likelihood estimation method and a Bayesian methodology for handling masked data collected from 227 identical radar power supplies. The power supply consists of several subassemblies hereafter referred to as shop replaceable assemblies (SRAs).

The study examined two approaches for dealing with masking, an iterative maximum likelihood estimate procedure, IMLEP, and a Bayesian approach implemented with the application WinBUGS. It indicates that the performances of IMLEP and WinBUGS in estimating the parameters of the SRA distribution under no masking conditions are similar. IMLEP and WinBUGS also provide similar results under masking conditions. However, the study indicates that WinBUGS may perform better than IMLEP when the competing risk responsible for a failure represents a smaller total percentage of the total failures. Future study to confirm this conclusion by expanding the number of SRAs into which the item under study is organized is required.

If an item is considered to be comprised of various subassemblies and the failure of the first subassembly causes the item to fail, then the item is referred to as a series system in the literature. If the probability of a each subassembly failure is statistically independent then the item can be represented by a competing risk model and the probability distributions of the subassemblies can be ascertained from the item's failure data. When the item's cause of failure is not known, the data are referred to in the literature as being masked. Since competing risk theory requires a cause of failure and a time of failure, any masked data must be addressed in the competing risk model.

This study indicates that competing risk theory can be applied to the equipment field failure data to determine a SRA's probability of failure and thereby provide an efficient sequence of replacing suspect failed SRAs.

The analysis of masked failure data is an important area that has had only limited study in the literature due to the availability of failure data. This paper contributes to the research by providing the complete historical equipment usage data for the item under study gathered over a time frame of approximately seven years.

The purpose of this paper is to examine risk factors associated with Western Australian secondary school students’ involvement in violence-related behaviours.

This cross-sectional study examined data collected using an anonymous self-completion questionnaire from 542 school students aged 13-17 years. The questionnaire measured risk factors associated with being a perpetrator and/or victim of violence-related behaviours.

Gender was significantly associated with being a victim and perpetrator of violence-related behaviours. Males were significantly more likely than females to be a victim of threatening and physical violence at school, and to be a perpetrator of physical violence at school and in the community. Males were significantly more likely than females to watch violent media, with exposure to violent media associated with physically hurting someone at school. Students involved in greater acts of animal cruelty had increased odds of being involved in all forms of the violence measured.

Limitations such as the cross-sectional nature of the study and the small sample size are noted, along with suggestions for future research.

Implications of the research for practitioners working with adolescents, with a particular focus on the school setting, are discussed.

Most previously published research on adolescent involvement in violence has been conducted outside Australia, and as such, may not be directly applicable to the experiences of young people in Western Australia.

The purpose of this paper is to promote successful application of quality function deployment (QFD) combined with quantitative techniques in service organizations.

The paper assesses advantages and disadvantages of implementing the QFD method in service organizations. It discusses the integration of quantitative techniques with QFD in order to overcome some of the problems that organizations face in its application. The implementation of QFD along with AHP and ANP is studied within the bank sector. With the intention of completing the first House of Quality and thus prioritizing customers' bank selection criteria, a field survey was carried out with customers of a bank. Also, information from interviews with the bank's managers was utilized.

The real world illustration confirms the compatibility between QFD, AHP and ANP and demonstrates the applicability and ease of use of the proposed model.

A procedure is presented to help practitioners of this improved QFD framework deal with the challenges of quick response to dynamic shifts in customer needs by automating the House of Quality (HOQ). The paper could be useful to academics and practitioners in developing the integrated QFD‐AHP‐ANP method to design high quality services in various services.

The paper seeks to offer a critique of the Piagetian developmental cognitive psychology model which dominates research into children and brand symbolism, and to propose consumer culture theory as an alternative approach. The paper also aims to present the design and interpretation of an empirical study into the roles brands play in the everyday lives of junior school children, which demonstrates the richness of this alternative framework.

The key literature on children and brand symbolism is reviewed and the main concepts from consumer culture theory are introduced. A two‐stage qualitative study involving 148 children aged 7‐11 is designed using group discussions and a novel cork‐board sorting exercise. Findings from group discussions with 56 children in stage 2 of the study are analysed from a consumer culture theory perspective.

The analysis focuses on two aspects of the ways in which children use brand symbols in their everyday lives: their fluid interpretations of “cool” in relation to brand symbols, and the constitution of gender in children's talk about iconic brands, notably on “torturing Barbie”.

A key aim of this paper is to critique an existing framework and introduce an alternative perspective, so the analysis offered is necessarily partial at this stage. Future research could also use a consumer culture approach to investigate the role of brands in the everyday lives of children with differential access to financial resources, children from different ethnic groups, and children from different parts of the world.

The introduction of a new framework for researching children and brands offers a host of possibilities for academics and practitioners to understand the effects of brand symbols on the lives of today's children, including a more informed approach to socially responsible marketing. This is also the first study to apply consumer culture theory to children's consumption behaviour. Studying consumption practice from the child's viewpoint offers exciting new angles for the development of this theoretical perspective.

Companies changing their brand names are frequently reported in the business press but this phenomenon has as yet received little academic attention. This paper sets out to understand the drivers of the corporate rebranding phenomenon and to analyse the impact of such strategies on corporate brand equity.

A cross‐sectional sample of 166 rebranded companies provides descriptive data on the context in which rebranding occurs. Two case studies provide further detail on how the process of rebranding is managed.

The data show that a decision to rebrand is most often provoked by structural changes, particularly mergers and acquisitions, which have a fundamental effect on the corporation's identity and core strategy. They also suggest that a change in marketing aesthetics affects brand equity less than other factors such as employees' behaviour.

The paper proposes a conceptual model to integrate various dimensions of corporate rebranding. Analysing the rebranding phenomenon by assessing the leverage of brand equity from one level of the brand hierarchy to the other constitutes an interesting route for further research.

Managers are reminded that corporate rebranding needs to be managed holistically and supported by all stakeholders, with particular attention given to employees' reactions.

This paper is of value to anybody seeking to understand the rebranding phenomenon, including academics and business managers.

The extent to which Amartya Sen’s capability approach is prefigured in Karl Marx’s views comes into sharper focus when one notes that Marx and Friedrich Engels explicitly argued that the transformation from capitalism to communism would involve the development of “a totality of capacities”. Sen also cites the notion of “false consciousness” in developing his view of objectivity and claims a Marxian pedigree for the notion of “objective illusion”. He suggests that public discussion can make evaluative judgements better informed and less parochial, so that they connect more closely with what people have reason to value. The author argues that this line of argument is also closely related to views John Stuart Mill advanced in his discussion of the “competent judges” and in his defence of liberty of thought and discussion.

The approach used is conceptual analysis and discussion of historical texts.

The chief findings are that Amartya Sen’s works on capability and objectivity have deeper affinities with some of Karl Marx’s and Friedrich Engels’ views than has been hitherto appreciated by scholars. However, some of the claims which Sen makes about objectivity and false consciousness are prefigured in the writings of J.S. Mill.

Because some of these affinities between the works of Sen, Marx and Mill have not previously been recognised, the paper’s elucidation of them is a new contribution to the literature.

The purpose of this study is to propose an effective mechanism of developing innovative ICT‐enabled services from the perspective of experiential marketing with the aim to utilize a commonly used product design model of Kano.

To illustrate the application of the integrative approach of mechanism, a case of innovative ICT‐enabled residential video surveillance is given to identify customer needs based on Bernd Schmitt's five strategic experiential modules (SEMs). Afterward, the Kano questionnaire is developed and used in an on‐line survey. Data from 668 respondents are collected and analyzed in light of Kano's method.

A total of 15 innovative service requirements is identified. Among them, seven requirements are attractive and eight are one‐dimensional attributes according to Kano's method of categorization.

Under the competitive situations that most of the ICT‐enabled service providers provide similar products and services, firms need to grasp customer needs and wants and convert them into deliverable services promptly. The result reveals that integrating Kano model with SEMs are good tools in exploring customer needs and wants for ICT‐enabled services.

To explore the experiential aspects of consumption has become the most important source for value creation. However, it is hard to find a systematic approach with common language for cross‐functional design team. This study aims to solve this problem by incorporating two well‐known models. Though the models used are widespread, it is rarely found in using Kano's model to explore the experiential aspects of consumption; likewise, SEMs are rarely implemented systematically.