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The purpose of this paper is to analyse the causes that have led to a rather fragmented view of quality management among tourism marketing organisations in Germany. The aim is to identify and to interpret the relevant societal cultural factors underpinning German management. The paper examines the influence of culture on the perception and performance of quality management in tourism organisations.

The study is based on a data set which previously explored and analysed the diffusion of total quality management in German public tourism marketing organisations. In this paper, the data set has been re‐analysed and mapped against societal cultural elements. The analysis evaluates cultural factors that influence perceptions among German tourism marketing organisations on quality management.

This paper identifies cultural aspects that influence the perception and performance of quality in tourism organisations. The findings relate cultural antecedents in three identified core issues of quality: underdeveloped training and motivational events for staff; unbalanced strategic positioning in terms of quality; and weak commitment to standards and guidelines.

The implications that can be drawn from the findings of this paper are twofold. First, the results could be integrated into future educational policies in tourism. Second, implications and learning for tourism managers from this paper relate to a holistic, integrative, and systems‐based approach to quality management instead of only implementing individual quality aspects.

This paper is one of the first studies to consider the influences of societal culture on the perception and performance of quality management in the German tourism sector.

Healthcare networks are becoming ubiquitous, yet it is unclear how hospitals with varying quality capabilities would fare by being affiliated with large healthcare networks. The purpose of this paper is to first consider the deductive configuration perspective and distinguish high and low quality hospitals by using clinical and experiential quality as two dimensions of quality capability. Next, it examines the impact of healthcare network size on operating costs of hospitals. Additionally, the paper investigates the interaction effect of hospital demand and healthcare network size on operating costs.

The paper uses a dataset that was created by combining five separate sources. Cluster analysis technique is used to classify hospitals into four groups – holistic quality leaders (high clinical and experiential quality capability), experiential quality focusers (low clinical quality capability and high experiential quality capability), clinical quality focusers (high clinical capability and low experiential quality capability), and quality laggards (low clinical and experiential quality capability). The authors test the research hypotheses by means of regression analyses after controlling for several contextual characteristics.

The results show that affiliation with large healthcare networks reduces operating costs for quality laggards, but increases these costs for experiential quality focusers and clinical quality focusers. The hypothesized positive relationship between healthcare network size and costs is not supported for holistic quality leaders. The authors find that clinical quality focusers and holistic quality leaders can complement higher utilization levels in their operations due to increased demand and healthcare network size to reduce their operating costs per day.

There has been increasing evidence suggesting that hospitals must carefully manage both clinical and experiential quality. By focusing on both clinical and experiential quality, unlike experiential quality focusers and clinical quality focusers, holistic quality leaders are not adversely affected by the size of their network. The results suggest that experiential quality focusers and clinical quality focusers should either embrace holistic quality management or restrict the size of their networks to maintain their quality level and to reduce coordination costs.

Recently, Nobel Prize‐winning research in information economics has revealed that information asymmetry is instrumental for quality uncertainty, which is more crucial in developing nations. In this backdrop, aims to explain market mechanisms for various informational ambiences. Also, the paper aims to deal with quality management progress in developing countries. Factors responsible for quality success are identified and correlated.

System thinking is attempted in order to study information asymmetry repercussions on quality paradigm.

Quality success, particularly in developing nations, depends on many factors and there is a need to assimilate these related strands.

Implications for holistic quality success are offered.

The authors’ thesis statement is that the literature on quality management in higher education is evolving towards an idea of integration. Considering Part 1 of the Standards and Guidelines for Quality Assurance in the European Higher Education Area (ESG) (ENQA, 2009) to be a framework for the implementation of quality management practices in universities, the purpose of this paper is to understand whether the ESG represent a truly integrated quality management model.

The authors analyse the content of the ESG taking into account three levels of analysis: the process level, the organisational level and the quality management principles level.

The analysis shows that the ESG are a quality management model, covering different processes, organisational levels and quality management principles. This is despite not being a truly integrated quality management model. Indeed, the ESG are mainly focussed on teaching and learning and on support processes, neglecting other processes of universities, such as research and scholarship and the third mission. In addition, they leave aside quality management principles more directly linked with a systemic and holistic approach to quality, such as the system approach principle.

The paper presents a new analysis of a much discussed quality management model for higher education. It explores the ESG in the light of the concept of integration, discussed according to a new framework of analysis. It also highlights the importance of a broader reflection on these standards and of their integration in the management systems of institutions.

Presents an interdisciplinary literature review and research agenda and suggests a number of propositions, in advance of new fieldwork, to discover a revised or new theory of internal marketing as it relates to organizational change management. The literature on marketing, services marketing, corporate strategy, total quality management, operations management, human resource management, and organizational development reveals a body of work referring to or describing an “internal marketing” concept or internal customer concept. This seems to have grown out of an organizational internal communications perspective and the notion of an “inner market” in the organization comprising “internal customers”. Provides an extensive overview of tactical and strategic issues relating to internal marketing. Presents a resulting model and includes a comprehensive bibliography is included, with suggestions for some themes for possible fruitful research in this area of change management and service quality management.

The pharmaceutical industry has a critical impact on health promotion. It is essential to identify and prioritize the critical success factors (CSFs) within this industry to ensure successful implementation of total quality management (TQM). Therefore, the purpose of this paper is to identify and prioritize CSFs that affect TQM successful implementation in the pharmaceutical industry.

Based on a thorough review of the literature and building on the earlier studies, a valid questionnaire was developed and sent to 320 managers in pharmaceutical sector. In total, 210 completed questionnaires were returned. The technique for order of preference by similarity to ideal solution (TOPSIS) was used to rank and prioritize CSFs.

Results of the data analyses showed that information and analysis, management commitment, relationship with suppliers, and customer focus are the top four CSFs for the successful implementation of TQM in the pharmaceutical sector.

Using TOPSIS approach, this is the first study that determines CSFs that have impact on successful implementation of TQM in the pharmaceutical sector. There have been limited studies investigating the CSFs in developing countries. The findings will be useful in helping manager to successfully implement TQM in emerging markets. The approach will help future studies to examine the impact of successful implementation of TQM on firm performance in other industries and in emerging markets.

Crosby suggested that “quality is free”. The purpose of this paper is to discuss the argument that, although it is not free, it can reduce costs. The UK’s Benefit Enquiry Line (BEL) for people with disabilities is used to illustrate this. The evolution of quality management systems implemented by BEL is examined. These include Charter Mark, Service First, Investors in People, the Business Excellence Framework and the EFQM Excellence Model. A comparative analysis is undertaken between the findings of the authors and those of other academic writers. Conclusions are drawn as to the appropriateness of these quality initiatives in facilitating continuous improvement at minimal cost.

The link between business strategy and human resource management (HRM) practices has received considerable attention from researchers. It is generally believed that integrating strategy and HRM will result in positive organizational outcomes. The empirical evidence for the strategy‐HRM relationship is, however, still inconclusive. For example, it is still unclear as to how these two variables are linked and what other variables are involved. Therefore, this study sought to test a model of the relationships among competitive strategy, HRM practice, quality management approach, and management orientation. Data from a survey of 108 manufacturing companies were analyzed using path analysis. The results indicated that management orientation predicted quality management approach, competitive strategy, and HRM practice. In addition, quality management approach and competitive strategy mediated the relationship between HRM practice and competitive strategy. Implications of these findings and suggestions for future research are discussed.

The purpose of this article is to look at the authors' own definition of systems thinking, which is applied to investigate management concepts. These are the most influential management concepts in Slovenia, a new EU member.

Between 1999 and 2003 a letter survey was used in Slovenian organisations. In 1999 about 300 organisations and in 2003 more than 400 were addressed. The authors tested their questionnaire on a pilot sample of organisations, all items being closed qualitative questions. Data from questionnaire were entered into Lotus Notes database and from it into excel and SPSS for a statistical analysis. The management concepts were analysed by the factor and discriminatory analysis. Both of them enabled the authors to comprehend innovation of management concepts in the Slovenian economy.

Management innovation is the crucial precondition for innovation management, where innovation has not yet become the prevailing culture.

In Slovenia, the authors came across no research on this topic, theoretical and applied at the same time. The governmental support gives the research a broader societal importance and a chance of a rather active impact over transition in Slovenian economy.

This paper offers broader possibilities for researchers and business people in order to better understand different management concepts and differences among them. This will help the reader to make better judgements while deciding to introduce the appropriate one.

Recent studies of quality management systems suggest that all the quality dimensions that are expected within an integrated system are strongly associated with the basic framework set by the formal ISO 9001‐based quality accreditation. However, the paradox of reducing variability through standardisation and, at the same time, constantly looking for improvements is often misunderstood in R&D. This paper reviews the R&D activities in the context of ISO 9001 and uses experience from four R&D organisations to explain its use as a strategic, process, people development and learning tool in managing the R&D function. The results revealed that even though these companies have not yet started to work towards the revised standard (ISO 9000‐1:2000) they place great emphasis on bridging the gap between the requirements for quality assurance and the principles of quality management.