Using a field experiment and an efficiency study that employs a Data Envelopment Analysis (DEA) modeling framework, we find that stakeholder engagement via instrumental communication improves the efficiency of delivering medical care in the oncology clinic of a major hospital. Importantly, we...

In this paper, we highlight the strategic role of the board of directors (BOD) in business excellence and its link with firm value. We empirically investigate the relationship between the composition of the BOD and the winning of a Malcolm Baldrige National Quality Award (MBNQA) or a local award...

In this paper we report results from a study which explores the impact of quality on performance in the financial services industry. Although some disagreement exists, the operations management, economics and marketing literature advocate a positive relationship between quality and financial...