Recent literature indicates there has been an absence of top management involvement in the development of customer service policies and integration of these policies into the organizational decision making process. This paper discusses the importance of integrating customer service activities...

The purposes of this dissertation were to define enterprise resource planning (ERP) systems, assess the varying performance benefits flowing from different ERP system implementation statuses, and investigate the impact of critical success factors (CSFs) on the ERP system deployment process. A...

U.S. academic centers for quality and productivity provide many benefits for academic and business communities. The centers support the diffusion of new technologies and business practices that allow U.S. businesses to improve their competitiveness. These centers also provide opportunitiesto...

As a result of progressive implementations of just‐in‐time (JIT) management practices, researchers have attempted to identify those elements critical to the success of implementation. While the literature shows general agreement on organizational support as a key element, a paucity of...