Purpose – The purpose of this paper is to develop a model to help service organizations
assess their readiness for a six sigma program and to provide suggestions for methods of …

Operating within a global competitive environment poses many problems for American firms.
One question receiving only passing attention is how the ethical perceptions of consumers …

In verbal, one-way marketing communication, eg, radio advertising, the only cues that the
target customer has are voice related. Competitive and financial considerations dictate that …

Motor freight providers today are faced with an increasingly restrictive and demanding operating
environment. In an effort to improve safety on the highway, hours-of-service rules have …

The tremendous growth in Internet sales has prompted many firms to enter the world of E-commerce.
The question must be raised if “marketing as usual” is the suitable approach for …

Rock Sioux Reservation in the Dakotas, an official from the Bureau of Indian Affairs sent a
memo to all its lawenforcement employees forbidding them to talk to me. One of those officers …

Driver turnover has always been a factor in the motor carrier industry. In fact, it has become
an expected part of doing business. Prior to 1980, when service consisted mainly of simple …

… Chuck Tomkovick and Kathryn E. Dobie describe how the integration of two product
attribute assessment techniques–hedonic pricing models and factorial surveys–allows product …

Motorcoach travel is a popular and economical mode of transportation. Motorcoaches carry
more passengers than airlines or commuter rail each year. The motorcoach-based tourism …

For many years, managers have chosen to ignore the risks associated with acts of terrorism
that can potentially and catastrophically affect the global supply chain. As producers and …