International Journal of Quality and Service Sciences: Volume 7 Issue 2/3


Table of contents - Special Issue: Selected best papers from the 17th QMOD-ICQSS Conference

Guest Editors: Professor Su Mi Dahlgaard-Park, Prof Jens J. Dahlgaard

Comprehensive quality assessment of Czech higher education institutions

Jaroslav Nenadál

The paper aims to sum up the principal and original set of information related to the special project covered by Czech Ministry of Education, Youth and Sports, which was oriented…


Nonlinear impact of online retail characteristics on customer satisfaction and loyalty

Gerson Tontini, Júlio Cesar da Silva, Eliane Fátima Strapazzon Beduschi, Elis Regina Mulinari Zanin, Margarete de Fátima Marcon

– The purpose of this paper is to consider the nonlinear impact of online retail stores’ quality dimensions on general customer satisfaction and loyalty.


Service quality and customer satisfaction in liner shipping

Kum Fai Yuen, Vinh Van Thai

– This paper aims to identify the dimensions of service quality (SQ) in liner shipping and examine their effects on customer satisfaction.


Do corporate sustainability practices enhance organizational economic performance?

Matjaž Maletic, Damjan Maletic, Jens Dahlgaard, Su Mi Dahlgaard-Park, Boštjan Gomišcek

The purpose of this study is to clarify the relation between sustainability practices and financial and market performance, and also, the role of non-financial performance outputs…


Learning from criticisms of quality management

Gilles Barouch, Stéphane Kleinhans

This paper aims at summing up the main criticisms concerning quality management (QM) in order to address them through objective arguments or extant research. Since its diffusion…


Engaged leaders develop schools as quality organisations

Kristen Snyder

This paper explores the question, “what does it mean to be an engaged school leader in an educational context that promotes standards-based accountability as a model of quality…

Translating the EFQM model into the courts

Patrícia Moura e Sá, António Albuquerque

The purpose of this paper is to develop an assessment guide based on the European Foundation for Quality Management (EFQM) model criteria. Courts have been under pressure to…

First evidences from “lean & safety” projects

Maria Crema, Chiara Verbano, Maria Laura Chiozza

The purpose of this paper is to investigate the significant features that characterize these projects: organizational aspects, phases and activities, tools, techniques, practices…

Integration of CSR principles in quality management

Irina Frolova, Inga Lapina

This paper aims to analyse the case of a non-governmental organization (NGO) and the possibilities of implementing corporate social responsibility (CSR) strategy and principles in…


The effect of resistance in organizational change programmes: A study of a lean transformation

Jason Canning, Pauline Anne Found

The purpose of this paper is to investigate the contributing factors that lead to resistance to change, and to ascertain the relationship between organizational culture and…


Service productivity as mutual learning

Christian Grönroos, Katri Ojasalo

– The purpose of this paper is to analyse the mutual learning implications for service productivity of the characteristics of service and service production.


Samsung’s journey to excellence in quality

Wan Seon Shin, Chongman Kim

– The purpose of this paper is to investigate Samsung’s strategic efforts in achieving excellence in quality.


The paradigm shift to Business Excellence 2.0

Bo Enquist, Mikael Johnson, Åsa Rönnbäck

This paper aims to contribute to the debate on business excellence by comparing the business excellence models of Malcolm Baldrige, European Foundation for Quality Management and…

Why is it suddenly so easy to change?

Johan Lilja, Daniel Richardsson

The purpose of this paper is to contribute with knowledge concerning how to drive, generate and energize change and development in social systems. A potential key to meet this…

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  • Riadh Ladhari