Customer feedback capabilities and mechanisms were identified and evaluated in30 bank and credit union sites in Las Vegas, Nevada, USA. Additionally, 82 US Internet bank sites were identified and evaluated withrespect to their customer feedback capabilities. Comparisons were made between the...

This article presents the findings of a comprehensive, exploratory survey concerning transportation quality improvement programs. Various quality improvement program dimensions were compared among two groups of respondents: those who experienced market share increases or cost decreases...

Studies on supply chain management suggest that the scope of business processes being coordinated across supply chains is broad. However, little empirical evidence exists that corroborates such claims. In this study executives randomly selected from a diverse array of industries were surveyed to...

Many leading firms in the USA have adopted an integrated strategic approach to purchasing and logistics management known as supply chain management. As the twenty‐first century begins, supply chain management has become a significant strategic tool for firms striving to improve quality,...