January 2010
Volume 17 • Number 1

ARTICLES

• QFD Application in the Hospitality Industry: A Hotel Case Study (PDF, 527 KB)
  Kioumars Paryani, Ali Masoudi, and Elizabeth Cudney
  A case study of a five-star hotel demonstrates the applicability of quality function deployment in the hospitality industry.
• Exploring the Use of Lean Thinking and Six Sigma in Public Housing Authorities (PDF, 461 KB)
  Sameer Kumar and Kenneth F. Bauer
  Facing inadequate funding and increasing needs, public housing authorities look for innovative ways to do more with less.
• Testing the Superiority and Dimensionality of SERVQUAL vs. SERVPERF in Higher Education (PDF, 316 KB)
  Gul Bayraktaroglu and Banu Atrek
  Two instruments for measuring service quality are examined to determine their fitness for use in the higher-education service sector.

DEPARTMENTS

• Editorial Board (PDF, 50 KB)
• Introduction (PDF, 39 KB)
• Executive Briefs (PDF, 67 KB)
• Book Reviews (PDF, 97 KB)