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A new American TQM: four practical revolutions in management
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  • 2001Cutting Corners and Working Overtime: Quality Erosion in the Service Industry479 cited
  • 2002The factor structure of customer satisfaction418 cited
  • 2014The promise and limits of private power: promoting labor standards in a global economy415 cited
  • 1996THE KANO MODEL: HOW TO DELIGHT YOUR CUSTOMERS334 cited
  • 2004Integration of FMEA and the Kano model185 cited
  • 2013The daily work of Lean leaders – lessons from manufacturing and healthcare162 cited
  • 2004Enhancing Discrete Choice Demand Modeling for Decision-Based Design156 cited
  • 2012How to build an e-learning product: Factors for student/customer satisfaction153 cited
  • 2006Does Monitoring Improve Labor Standards?: Lessons from Nike145 cited
  • 1999Overcoming the improvement paradox144 cited
  • 1997Time Versus Market Orientation in Product Concept Development: Empirically-Based Theory Generation124 cited
  • 2008Executing Data Quality Projects: Ten Steps to Quality Data and Trusted Information TM119 cited
  • 2009Kano model: A dynamic approach for classifying and prioritising requirements of airline travellers with three case studies on international airlines111 cited
  • 1996Sustaining Process Improvement and Innovation In the Information Services Function: Lessons Learned at the Bose Corporation1

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110 cited
  • 2015Process framework for identifying sustainability aspects in university curricula and integrating education for sustainable development105 cited
  • 2003A core value model for implementing total quality management in small organisations91 cited