International Journal of Quality and Service Sciences: Volume 8 Issue 3


Table of contents - Special Issue: Selected Papers from the 18th QMOD-ICQSS Conference

Guest Editors: Su Mi Dahlgaard-Park

Process based system models for detecting opportunities and threats – the case of World Cement Production

Raine Isaksson

Visualising change needs could be complex. One way of sense-making is to use process-based system models. Global warming requires major changes in many fields and especially for…

Quality of higher education: International students’ satisfaction and learning experience

Inga Lapina, Renāte Roga, Peeter Müürsepp

Higher education institutions (HEIs) are becoming more aware of the effects of globalization and of the fact that the need for international work experience, as well as partially…


Improving the efficiency and effectiveness of ward rounds

Birgitte Enslev Jensen, Pauline Anne Found, Sharon J. Williams, Paul Walley

Ward rounds in hospitals are crucial for decision-making in the context of patient treatment processes. However, these tasks are not systematically managed and are often extended…

The effect of word-of-mouth on consumer emotions and choice: findings from a service industry

Anne Martensen, Lars Grønholdt

The purpose of this paper is to examine how received word-of-mouth (WOM) influences consumer emotions and, in turn, behavioral attitude and intention.


Maturity model of procurement and supply management in small and medium-size enterprises: A benchmarking of hospitals and metal-mechanic companies

Gérson Tontini, Luciano Castro de Carvalho, Nair Fernandes da Costa Schlindwein, Victor Tomarevski

The purpose of this paper is to present a practical instrument for self-evaluation of maturity in the processes of procurement and supply management, applicable to small and…


A method for diagnosing healthcare provision process based on failure cases

Masaaki Kaneko

The purpose of this study is to systematize the analytic viewpoints, establish the diagnosis procedure and develop the needed tool. To conduct proper work process diagnosis based…

ACODE Benchmarks for technology enhanced learning (TEL): Findings from a 24 university benchmarking exercise regarding the benchmarks’ fitness for purpose

Michael Sankey, Fernando F. Padró

This paper aims to present findings from a benchmarking exercise by 24 higher education institutions (HEIs) about the use of the Australasian Council on Open, Distance and…

Measurement and evaluation of product descriptors with a high relevance from a customers’ point of view

Michael Brusch, Katrin Baumert, Luisa Illner

The purpose of this paper is to develop an approach to measure and to evaluate product descriptors which have a high relevance from customers’ point of view. When developing new…

In search of “Muda” through the TKJ diagram

Manuel F. Suárez-Barraza, Su Mi Dahlgaard-Park, Francisco G. Rodríguez-González, Carolina Durán-Arechiga

Muda is a Japanese term literally meaning futility, uselessness, idleness, superfluity, waste, wastage or wastefulness. The term was introduced by the Japanese engineer Taiichi…


Enhancing the study of Lean transformation through organizational culture analysis

Kristen Snyder, Pernilla Ingelsson, Ingela Bäckström

The purpose of this paper is to identify and synthesize approaches to studying Lean transformation to further develop a comprehensive approach that integrates organizational…


Greenhouse gas management model – a triple cause-effect logic

Chi-Kuang Chen, Madi Kamba, An-Jin Shie, Jens Dahlgaard

The purpose of this paper is to develop a greenhouse gas (GHG) management model for mitigating GHG emission. GHG emission by way of human activities is causing catastrophic…

Organizational change as student project

Anette Oxenswärdh, Maria Fredriksson

This research project aims to study how some organizations choose to prioritize certain changes when offered assistance by students who are studying quality technology.

Modeling continuous improvement evolution in the service sector: A comparative case study

Christopher D. Milner, Barbara M. Savage

This paper aims to make a contribution to existing knowledge regarding how service-based organisations establish and sustain incremental performance improvement. Alongside a…

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  • Riadh Ladhari