International Journal of Quality and Service Sciences: Volume 8 Issue 1

Customer orientation in a Swedish county council

Margareta Karlsson, Rickard Garvare, Karin Zingmark, Birgitta Nordström

The use of the customer concept and ways of interacting with customers in support functions are relatively new areas of interest for public organizations. The purpose of this…

Negative emotions in Mexican, Puerto Rican and Spanish hospitals: A multinational assessment of service settings

Carmen Otero-Neira, Carmen Padin, Juan Carlos Sosa Varela, Maria Santos Corrada, Irma Magana, Goran Svensson

This paper aims to assess negative emotions in Mexican, Puerto Rican and Spanish service settings in the hospital industry. The paper also attempts to validate previous findings…

Modularity matters: a critical review and synthesis of service modularity

Nofie Iman

The literature on modularity is extensive, but most research has been concerned with the manufacturing sector and much less with the service sector. The purpose of this paper is…

Sustainable Lean in psychiatry? Assessment through socio-technical principles

Pernilla Lindskog, Annika Vänje, Åsa Törnkvist, Jörgen Eklund

– This paper aims to identify conditions affecting sustainability of Lean implementations in Swedish psychiatric healthcare, from a socio-technical perspective.

Assessment of the telephone service provision

Miriam Jankalova

A system of fixed defined criteria and indicators that would provide a complex picture of the telephone service provision by a particular company does not exist. The purpose of…

Exploring the role of leadership style on the service quality-customer satisfaction link: Evidence from a B2B environment

Angelos Pantouvakis, Christos Patsiouras

– The purpose of this paper is to explore the influence of the leadership style on the service quality–customer satisfaction link.

Towards a unified customer experience in online shopping environments: Antecedents and outcomes

Anil Bilgihan, Jay Kandampully, Tingting (Christina) Zhang

New developments in e-commerce and m-commerce technologies along with the wide adoption of mobile devices and social media have enabled companies to enhance customers’ shopping…