January 2008
Volume 15 • Number 1

• Building Bridges Between Researchers and Practitioners:A Collaborative Approach to Research in Performance Excellence (PDF, 134 KB)
  John R. Latham
  A look at the needs and dilemmas of high-performing organizations.
• Controlling for Quality: Climate, Leadership, and Behavior (PDF, 103 KB)
  Gil Luria
  An explanation of the psychological mechanisms of why employees behave in a nonquality manner.
• An Alternative Approach in Service Quality: An e-Banking Case Study (PDF, 238 KB)
  Marvin E. González, Rene Dentiste Mueller, and Rhonda W. Mack
  Data from the National Bank of Spain is used to show how the customer’s voice can be designed into its e-banking system.
• Two Decades of Using Kano’s Theory of Attractive Quality: A Literature Review (PDF, 164 KB)
  Martin Löfgren and Lars Witell
  The This study provides guidance to researchers and practitioners on employing the Kano methodology for product development and customer satisfaction studies.

DEPARTMENTS

• Editorial Board (PDF, 25 KB)
• Introduction (PDF, 21 KB)
• Executive Briefs (PDF, 35 KB)
• Book Reviews (PDF, 51 KB)
• Author Guidelines (PDF, 30 KB)