Why service recovery fails: Tensions among customer, employee, and process perspectives

By Michel Stefan   Bowen David   Johnston Robert  

Journal of Service Management, Vol. 20, Iss. 3, 2009-06 ,pp. : 253-273

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Why change fails: knowledge counts

By Washington Marvin   Hacker Marla  

Leadership and Organization Development Journal, Vol. 26, Iss. 5, 2005-07 ,pp. : 400-411

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Performance improvement: impact of training in statistical process analysis for engineers at an IC factory

By Streumer Jan N  

Training for Quality, Vol. 4, Iss. 2, 1996-02 ,pp. : 5-13

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Staff training for business process improvement: The benefit of role-plays in the case of KreditSim

By Börner René   Moormann Jürgen   Wang Minhong  

The Journal of Workplace Learning, Vol. 24, Iss. 3, 2012-03 ,pp. : 200-225

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Process analysis tools for process improvement

By Bal Jay  

The TQM Magazine, Vol. 10, Iss. 5, 1998-05 ,pp. : 342-354

Emerald Group Publishing Ltd

Access to resources Recommend Favorite