Table of contents
A meta analysis of ISO 9001:2000 research – findings and future research proposals
Evangelos L. Psomas, Christos V. FotopoulosThe purpose of this paper is to review and classify the main findings of the studies undertaken on ISO 9001:2000 certified companies and to present future research proposals.
Waiting in a queue with strangers and acquaintances: An integrative model of customer‐to‐customer interactions effect on waiting time evaluation
Haithem Zourrig, Jean‐Charles ChebatThe purpose of this paper is to discuss the effect of social exchanges between customers that may occur in a queue, on the waiting experience's evaluation and its implication for…
Exploring the epistemological origins of Shewhart's and Deming's theory of quality: Influences from C.I. Lewis' conceptualistic pragmatism
Christina Mauléon, Bo BergmanThe purpose of this paper is to explore the epistemological origin of Shewhart's and Deming's ideas in their development of a theory of quality.
A review of twenty years of SERVQUAL research
Riadh LadhariThis paper reviews 20 years (1988‐2008) of research on the SERVQUAL scale for measuring service quality.
A standardised approach to the world? IKEA in China
Ulf Johansson, Åsa ThelanderThe purpose of this paper is to analyse the marketing strategy in China of the furnishing retailer IKEA in the context of standardisation and adaptation of marketing activities…
ISSN:
1756-669XOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Riadh Ladhari