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...

Presents the findings of a comprehensive survey conducted among a wide variety of US machine shops. The objectives of the study were to develop the literature‐based just‐in‐time (JIT) machine shop model and to study empirically the changes taking place in the operation of machine shops in...

Since 1987, 17 businesses have won the US Baldrige Quality Award, established to promote awareness of quality management among US businesses. Assesses the financial and competitive performances of these 17 companies. Previous research with respect to the quality‐performance relationship has...