This article compares the influence of service quality on customer satisfaction in the United Kingdom and the United States and considers the moderating effect of systematic customer feedback and complaint processes. Propositions are developed concerning country differences based on British...

This paper compares and contrasts the career experiences and development needs of 334 British quality managers compared with Australian quality managers based on two Australian surveys. The quality managers in both countries brought wide functional experience to their roles, with many coming in...

This paper investigates the influence of enterprise systems implementation on operational performance. The work extends the literature on enterprise systems by focusing on changes in process dynamics as a source for ongoing firm-level performance improvement. A case discussion of Tristen...