The purpose of this paper is to examine the impact of Total Quality Management (TQM) practices on customer orientation and learning organisation in Malaysian service sector. This study was based on empirical data collected from a survey of 122 managers of Malaysian service firms. Correlation...

The objective of this paper is to examine the association between Total Quality Management (TQM) practices and service quality in Malaysia's commercial banking industry. This study is based on empirical data collected from a survey of 101 middle management employees of 20 commercial banks in...

Using energy more efficiently is a key strategy for reducing global carbon dioxide emissions. Due to limitations on time and resources, actions must be focused on the efficiency measures which will deliver the largest gains. Current surveys of energy efficiency measures assess only known...

Importance-performance analysis is a simple and widely used analytical technique that can assist practitioners in prioritising service attributes when enhancing customer satisfaction. Recent research in customer satisfaction, however, suggests that customer satisfaction can be classified into...

This review aims to bring together current evidence on the impact of chronic pain in terms of its economic costs, cost to healthcare services and benefit agencies, and quality of life, and to discuss the implications of this for government policies. Quantifying the burden and cost of pain is...

In 2004, the Ecological Engineering Group at the University of Arkansas received a grant to update Arkansas' nonpoint source pollution (NPS) management program. A stakeholder involvement process was developed that used collaborative learning (CL) and comparative risk assessment (CRA) to...

The integrative fusion of three powerful strategic tools yields obvious synergetic benefits for strategy planners. This holistic approach provides a pragmatic framework for developing a list of Key Success Factors (KSFs) and converting them into the respective internal strengths and weaknesses...

The integrative fusion of three powerful strategic tools yields obvious synergetic benefits for strategy planners. This holistic approach provides a pragmatic framework for developing a list of Key Success Factors (KSFs) and converting them into the respective internal strengths and weaknesses...

The management of health care systems is facing the problem of long waiting lists in many of the services offered. The use of waiting time as a device for rationing the allocation of medical care does not seem to be a fair and just criterion. The main aim of this paper is the development of a...