Index_F
- Chapter V Consumer Complaint Behavior in the Online Environment
- Chapter VI Web Site Quality and Usability in E-Commerce
- Chapter VIII Personalization Systems and Their Deployment as Web Site Interface Design Decisions
- Chapter XIV Product Catalog and Shopping Cart Effective Design
- Chapter XVII Internet Markets and E-Loyalty
- Getting Faster to Get Better Why You Need Both Lean and Six Sigma
- Seeing Services Through Your Customers Eyes-Becoming a customer-centered organization
- Success Story #4 Stanford Hospital and Clinics At the forefront of the quality revolution
- Service Process Challenges
- Designing World-Class Services (Design for Lean Six Sigma)