Volume 20 number 1
Integration of CRM and QFD A novel model for enhancing customer participation in design and delivery
Arash Shahin and Payam Nikneshan
Volume 20 number 4
Affective design of waiting areas in primary healthcare
Ebru Ayas, J
Volume 20 number 5
Modify IPA for quality improvement: Taguchi's signal-to-noise ratio approach
Yu-Cheng Lee, Tieh-Min Yen and Chih-Hung Tsai
Volume 20 number 1
How organisations can learn from complaints
J.F.J. Vos, G.B. Huitema and E. de Lange-Ros
Jan Frick