Anders Gustafsson is an associate professor of business
economics in the Service Research Center at Karlstad University. He is author of
four books and has published widely on the interface between customers and quality
improvement efforts. He holds a Ph.D. in quality technology and management from
Linköping University. Anders may be contacted at the Service Research Center,
Karlstad University, SE-651 88 Karlstad, Sweden (phone: +46-54-7001556; fax: + 46-54-836552).