1. A service-centered view of the customer experience -- 2. New challenges: technology and new media -- 3. Customer participation and its implications for managing demand and supply -- 4. The building blocks of the customer experience -- 5. Managing customer relationships to achieve growth and...

This special issue of MSQ presents eightpapers developed from selected high qualitypresentations made at the Sixth InternationalResearch Conference on Quality, Innovationand Knowledge. The Conference waspresented by a consortium of Australianand Malaysian universities and held inKuala Lumpur,...

Service organizations use quality management systems as a part of their overall strategies to improve business processes and operations management. Nevertheless, how quality management components lead to improvement and whether task conflicts influence quality management components have not yet...

"To remain relevant in today's world, practitioners should presume that they have two jobs: first, to do their work effectively so that they provide value to the organization; second, to improve how the work is done so that their organization remains competitive. This book offers clear guidance...