International Journal of Quality and Service Sciences
Issue(s) available: 40 – From Volume: 1 Issue: 1, to Volume: 12 Issue: 2
Category:
Operations and Logistics Management
Volume 12
Volume 11
Volume 10
Volume 9
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Issue 3/4 2017 QMOD-ICQSS conference, ‘Building a culture for quality, innovation and sustainability’
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Issue 2 2017
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Issue 1 2017
Volume 8
Volume 7
Volume 6
Volume 5
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Issue 4 2013
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Issue 3 2013
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Issue 2 2013
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Issue 1 2013 Current Actual Issues on Quality and Services Selected Papers from 15th QMODICQSS Conference
Volume 4
Volume 3
Volume 2
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Issue 3 2010
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Issue 2 2010
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Issue 1 2010 The 2009 Naples Forum on Service servicedominant logic, service science and network theory integrating three perspectives for a new service agenda
Volume 1
Research trends in quality management in years 2000-2019
Sławomir Wawak, Piotr Rogala, Su Mi Dahlgaard-ParkThis study aims to demonstrate the suitability of text-mining toolset for the discovery of trends in quality management (QM) literature in 2000-2019. The hypothesis was…
Quality management for microenterprises and start-ups – is the ISO 9001 suitable?
Sandra Klute-Wenig, Robert RefflinghausQuality management systems are well established in multinationals and SMEs. For establishing and improving such systems, there is a variety of guidelines. Furthermore…
Different role of hotel CSR activities in the formation of customers’ brand loyalty
Jiseon Ahn, Man Ling Wong, Jookyung KwonGiven the important role of corporate social responsibility (CSR) to enhance company performance, the purpose of this paper is to fill the existing gaps in the hotel CSR…
A critical review of alternative measures of telecommunications service quality
Abd-Elrahman Hassanein Abd-Elrahman, Sally Ali Hassan, Azza Abd-Elkader El-Borsaly, Eglal Abd-Elmoneim HafezThe purpose of this paper is to review the service quality (SQ) models established in various empirical studies conducted across the world specifically applied to…
Performance management on the shop floor – an investigation of KPI perception among managers and employees
Jasmin Ohlig, Thomas Hellebrandt, Amelie I. Metzmacher, Patrick Pötters, Ina Heine, Robert H. Schmitt, Bert LeyendeckerThe purpose of this paper is to investigate the application of key performance indicators (KPIs) on shop floor level in German small- and medium-sized enterprises (SMEs)…
Metaphors we manage and develop quality by
Johan Lilja, Pernilla Ingelsson, Kristen Snyder, Ingela Bäckström, Christer HedlundMetaphors are a powerful and human way of understanding and experiencing one kind of thing in terms of another. In quality management (QM), several metaphors are used to…
The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions
Neale Slack, Gurmeet Singh, Shavneet SharmaThis paper aims to examine the effect of service quality dimensions and customer satisfaction on customer repurchase intention, word-of-mouth, complaining behaviour and…
Listening to bank customers: the meaning of trust
Aviv Kidron, Yvonne KreisIn banking services, trust is crucial to any relational exchange situation. Using the example of Israeli banks, the main research question driving this paper is – What are…
Capacity development for innovation in the public sector
Klas PalmThe public sector seems to have a culture and structure for control and improvement of ongoing activities but lacks the culture and structures for innovation. Thus…
Key middle manager trustworthy behaviours that enhance operator participation in continuous improvement systems
Alvaro Lleo, Elisabeth Viles, Daniel Jurburg, Javier SantosThis paper aims to identify key middle manager trustworthy behaviours that encourage employees’ participation in continuous improvement activities in industrial contexts.
Service employees’ personality, customer orientation and customer incivility
Sandra A. Kiffin-Petersen, Geoffrey N. SoutarThe purpose of this study is to examine the mediating role customer orientation plays in the relationship between service employees’ personality and their perceived…
ISSN:
1756-669XOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen access:
hybridEditor:
- Dr Su Mi Dahlgaard-Park
Further Information
