International Journal of Quality and Service Sciences: Volume 4 Issue 4

Measuring intellectual capital in the light of the EFQM Excellence Model: evidence from Hungary

Zsuzsanna Eszter Tóth, Tamás Jónás

The purpose of this paper is to ask how the EFQM Excellence Model and organizations' self‐assessment practice could contribute to the managerial and quantification efforts of…

European research, social innovation and successful cooperativist actions

Ramón Flecha

The aim of this paper is to focus on one innovative way through which the European research is contributing to provide scientific evidence about actions that have been…

Differentiation by improving quality of services at the last touch point: The case of Tehran pharmacies

Hossein Dadfar, Staffan Brege

The purpose of this paper is to assess the quality of Tehran pharmacies' services and their impacts on the pharmaceutical firms, to highlight forces behind the current situation…

Teaching to learn in the workplace: Moving from industrial pedagogy to andragogical gemba

Rhys Rowland‐Jones

The purpose of this paper is to offer a rationale for the epistemological and ontological development of total quality management (TQM) utilising action modalities. The ability to…

Influencing factors of innovation for Turkish companies

Dilek Özdemir Güngör, Sitki Gözlü

In this study, some of the internal and external determinants of innovation for Turkish companies are examined. The purpose of this paper is to determine which factors…

Primary health care services quality in Spain: A formative measurement approach using PLS path modeling

Francisco J. Miranda, Antonio Chamorro, Luis R. Murillo, Juan Vega

Service quality is an elusive and abstract construct, so that particular effort is required to establish a valid measure. Patients' perceptions of health services seem to have…

Four steps to reduce medical incidents

Haizhe Jin, Masahiko Munechika, Masataka Sano, Chisato Kajihara

In order to improve working methods, this study proposes a method for the analysis of medication incidents and the systematic planning of error‐proofing (EP) countermeasures, in…

A case study on quality management and digital innovation: Relationship and learning aspects

Åsa Rönnbäck, Henrik Eriksson

The purpose of this paper is to explore the maturity of quality management and digital innovation in an organisation. Furthermore, the purpose is to analyse the relationship…