This study demonstrates the value of employing a TQM perspective in institutions of higher education. Using data collected from a Mid-Atlantic university, Importance-Performance Analysis and Intra-Organizational Impact Analysis are introduced. An integration of the results of the two analyses...

This study demonstrates the value of employing a TQM perspective in institutions of higher education. Using data collected from a Mid-Atlantic university, Importance-Performance Analysis and Intra-Organizational Impact Analysis are introduced. An integration of the results of the two analyses...

Introduces a framework for conceptualizing consumers′ complaints about different service attributes. Depending on where different attributes are found in the complaint intensity outcome grid, different strategies are suggested. The strategies range from a very aggressive immediate‐focus...

Purpose – The purposr of this paper is to introduce a new perspective on the organization's role, purpose, and relationships, both within and among organizations, that holds the promise of more ecologically sustainable and economically competitive business practices....

Organization structures are as important to competitiveness as strategy because structures enable both performance and learning. Yet, organization design factors and considerations are often overlooked. The matrix structure and similar types of adhocracies have the potential to transform...