Category:Performance Management and Measurement
Table Of Contents: Volume 13 Issue 1 - Special Issue: Measuring and diagnosing excellence in services
An overall aim with a new human‐oriented TQM metrology is to help managers in giving answers to the questions of what to measure, how to measure and why? It is the purpose…
The main aim of this study is to provide an empirical analysis on the practice of quality management among employees of Malaysian public hospitals at the district, state…
National Health Systems (NHS) experience low trust and lack of public confidence while receiving strong pressure from governments and societies to improve their quality…
The purpose of this paper is to examine how different management practices drive key financial performance and business success in Danish companies.
The purpose of this paper is to investigate how perceived service quality, satisfaction and trust determine loyalty in e‐commerce settings at the level of construct dimensions.
Organizational service orientation and its role in service performance formation: evidence from Polish service industryWieslaw Urban
The paper seeks to evaluate the state of organizational service orientation in service industry in Poland; also to examine the influence of service orientation on key…
Importance‐performance analysis of service attributes and its impact on decision making in the mobile telecommunication industryVahid Pezeshki, Alireza Mousavi, Susan Grant
Customer relationship management (CRM) strategies rely heavily on the importance and performance of the attributes that define a service. The aim of this paper is first to…
Online date, start – end:1997
Copyright Holder:Emerald Publishing Limited
- Mr Jos Van Iwaarden
- Professor Giovanni Schiuma