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The Importance of Reliability and Customization From Goods to Services (PDF, 173 KB)
Although there’s a substantial body of research on quality, disagreement remains as to the effect of reliability, or things gone wrong, as opposed to customization, or things gone right, on customer satisfaction with goods and services.

Estimating Interrater Reliability of Examiner Scoring for a State Quality Award (PDF, 278 KB)
Examiner scores for two years of a state quality award were analyzed by sector to estimate inter-rater reliability.

Reliability Sample Testing: A Case History (PDF, 66 KB)
The author originally wrote this never-published article in 1972, but you will see that the rules that applied to reliability sample testing all those years ago still apply today.

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